Support Delivery Manager

Support Delivery Manager

The Support Delivery Manager plays a key role in ensuring operational excellence and long-term success of our client engagements. This position requires a strong combination of strategic thinking, hands-on operational management, and customer-oriented leadership. You will be responsible for driving high-quality support delivery, optimizing processes, and building reliable support structures in complex enterprise environments.

At Intellias technology is at the heart of what we do — but people always come first. We are committed to creating a collaborative and innovation-driven environment where talented professionals can grow, make an impact, and develop their careers while working on meaningful global projects.

Project Overview

Our client is a global Fortune 500 consumer goods company headquartered in Switzerland, operating in more than 130 countries worldwide. Together with Intellias, they are building a modern Digital Ecosystem focused on eCommerce, personalization, customer engagement, and connected online-to-offline experiences.

To support this transformation, we are looking for a Support Delivery Manager who will lead and scale IT support operations while ensuring service quality, operational stability, and continuous improvement in a fast-paced, enterprise environment.

Responsibilities

• Own and manage end-to-end support delivery operations, ensuring service stability and high performance

• Design, implement, and continuously improve ITIL-based support processes, including Incident, Problem, Change, and Service Request Management

• Build and scale support structures from scratch, including onboarding new services and support teams

• Lead major incident management processes and ensure effective stakeholder communication during critical situations

• Manage and optimize 24/7 support operations and L1/L2/L3 support models

• Take ownership of SLA and KPI performance, including monitoring, reporting, and driving operational improvements

• Develop roadmaps, delivery plans, and operational forecasts aligned with business objectives

• Create clear dashboards and reports to visualize support performance and service outcomes

• Collaborate closely with stakeholders to support smooth service transitions and operational activities

• Drive adoption of automation and AI-powered solutions to improve support efficiency

• Participate in and lead hiring activities, helping to build high-performing support teams

• Foster a proactive, ownership-driven culture within the organization

Requirements

• 3+ years of experience as a Support Manager or Support Delivery Manager within IT environments

• Strong hands-on experience with:

  • Building support operations from scratch

  • Service onboarding and transition processes

  • 24/7 support operations

  • L1/L2/L3 support models

  • Support process implementation and optimization

• Solid understanding of ITIL processes and service management best practices

• Proven experience managing SLAs, KPIs, escalations, and operational performance

• Strong project delivery and planning skills, including roadmap definition and measurable goal setting

• Experience working in large-scale, high-demand environments

• Experience with ITSM tools such as Jira, ServiceNow, or similar platforms

• Strong stakeholder management and communication skills

• Experience with reporting, metrics, and data visualization

• Hands-on involvement in interviewing and hiring processes

• Understanding of operational and contract-related aspects of service delivery

• High level of ownership, resilience, and ability to work effectively under pressure

• English level: B2/C1 or higher

Nice to Have

• ITIL certification (Foundation level or higher)

• Experience working in enterprise digital transformation environments

• Exposure to automation or AI-driven support solutions

Perks and Benefits:

• Flexible work schedule

• Fixed financial bonus issued upfront on a quarterly basis, covering the average market price of private medical care and sport card - B2B contract

• Present on the occasion of birthday, wedding, child birth

• E-learning accounts for Coursera, O'Relly, Udemy

• Corporate language school

This is a great opportunity to join a global transformation initiative and make a real impact on the way enterprise-scale support operations are built and delivered.