Support Delivery Manager
⚲ Warszawa, Kraków, Gdańsk, Poznań
Do uzgodnienia
Wymagania
- Support Setup
- Support Models
Opis stanowiska
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.
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.
🔍 Dekoder Ogłoszenia
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driving high-quality support delivery
Oczekuje się, że będziesz aktywnie dążyć do podniesienia jakości usług wsparcia, co może wiązać się z presją na wyniki i koniecznością wprowadzania zmian.
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optimizing processes
Może oznaczać konieczność restrukturyzacji istniejących, być może nieefektywnych procesów, co wymagać będzie dużej elastyczności i umiejętności radzenia sobie z oporem.
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building reliable support structures
Sugestia, że obecne struktury wsparcia mogą być niewystarczające lub wymagać gruntownej przebudowy, co będzie wymagało znaczącego wysiłku.
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fast-paced, enterprise environment
Praca w dynamicznym środowisku korporacyjnym, gdzie zmiany mogą być częste, a tempo pracy wysokie.
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lead and scale IT support operations
Oznacza nie tylko zarządzanie obecnym zespołem, ale także jego rozbudowę i dostosowanie do rosnących potrzeb, co może wiązać się z zarządzaniem zmianą i rekrutacją.