- We are looking for a highly skilled Senior Support Delivery Manager to take ownership of an L2 B2B support team. In this high-visibility role, you will lead a distributed, global team operating on a 24/5 model. You will be at the forefront of our support operations by acting as the primary point of contact for critical client issues, ensuring strict SLAs are met, and pioneering the adoption of internal AI tool. This is a highly technical, fast-paced project offering excellent exposure and growth potential.

- A Service Delivery manager, who will take ownership over L2 B2B support team, providing support to world largest telecom customers. Handling global 24/5 L2 support team for one of the largest IT companies. Ensure SLAs are met and tickets are resolved on time. Directly handle communication with customers as well as directly participate in RCA for critical and highly-visible issues. Establish and supervise process for timely knowledge base updates, allowing faster response time for known issues. Pioneer adoption of internal AI tools for issue triage.

Experience:

- 3+ years of experience managing enterprise-level support projects, backed by over 8 years of relevant IT experience.

Team Management:

- Proven track record of building, managing, and scaling distributed, international support teams.

Client Engagement:

- Extensive experience managing communications with major enterprise clients, especially during critical incidents.

Communication:

- Exceptional verbal and written communication skills in English, with a focus on sharp, precise, and professional delivery.

Nice to have:

- End-to-end project issue resolution experience, from intake and triage to post-release verification of the fix.

- Demonstrated experience in scaling business operations and building deep, trustful relationships with clients.

- Experience building and managing L1 and L3 support teams.

- ITIL certificate is a plus.

Job role:

Global Team Leadership:

- Manage and mentor a distributed 24/5 L2 support team.

Service Delivery & SLA Management:

- Take full ownership of support delivery, ensuring all SLAs are consistently met and tickets are resolved promptly.

Critical Incident Management:

- Directly handle communication with major enterprise customers for critical and highly visible issues, actively participating in Root Cause Analyses (RCAs).

Process Optimization:

- Establish and supervise processes for timely Knowledge Base updates to accelerate response times for known issues.

AI Integration:

- Pioneer and drive the adoption of internal AI tools for efficient issue triage and resolution.

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