Location
Kochi | India
Job description
Job Title: Support Delivery Manager
Location: Kochi Job Description: We are seeking a highly experienced
Support Delivery Manager with over 12+ years of extensive experience in ITIL, Production Support, Service Delivery, SLA/KPI management, and managing 24*7 business critical applications support operations. The ideal candidate will be responsible for overseeing and optimizing our support delivery processes to ensure seamless service delivery and exceptional customer satisfaction.
Key Responsibilities: - Manage and lead a team of support professionals to deliver high-quality support services to clients in alignment with industry best practices and standards.
- Develop and implement support delivery strategies, policies, and procedures to optimize service efficiency, effectiveness, and responsiveness.
- Oversee the day-to-day operations of the support team, including ticket management, incident resolution, problem management, and escalation processes.
- Monitor and analyze support metrics, including SLAs, KPIs, and customer satisfaction scores, to identify areas for improvement and drive continuous service improvement initiatives.
- Collaborate closely with cross-functional teams, including development, operations, and quality assurance, to ensure seamless coordination and communication in delivering support services.
- Act as a point of escalation for critical incidents and ensure timely resolution while minimizing business impact.
- Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to foster collaboration and alignment on support delivery objectives.
- Provide leadership and mentorship to support team members, fostering a culture of accountability, professionalism, and continuous learning.
- Stay current with industry trends, emerging technologies, and best practices in support delivery to drive innovation and enhance service capabilities.
- Ensure compliance with relevant regulatory requirements and security standards in support delivery processes and operations.
Qualifications: - Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.
- 12+ years of experience in support delivery roles, with a focus on ITIL, Production Support, and Service Delivery.
- Proven experience managing 24*7 support operations in a fast-paced environment.
- Strong understanding of ITIL framework and best practices in incident, problem, and change management.
- Demonstrated experience in managing SLAs, KPIs, and other performance metrics to drive service excellence.
- Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
- Strong analytical and problem-solving skills, with a track record of driving continuous improvement initiatives.
- ITIL certification is highly desirable.
- Experience in the software development or technology industry is a plus.
- Ability to thrive in a dynamic and rapidly changing environment, with a strong sense of urgency and commitment to delivering results.
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