Support Delivery Manager

As a Senior Support Delivery Manager at our company, you will be responsible for leading an L2 B2B support team and ensuring the smooth operation of support services for our largest telecom customers. Your role will involve managing a global 24/5 support team, meeting SLAs, and driving the adoption of internal AI tools for issue resolution. This is a challenging yet rewarding position that offers excellent exposure and growth opportunities. Key Responsibilities: - Take ownership of an L2 B2B support team, providing support to our largest telecom customers - Manage a global 24/5 L2 support team for one of the largest IT companies - Ensure SLAs are consistently met and tickets are resolved promptly - Handle direct communication with customers and participate in Root Cause Analyses (RCAs) for critical issues - Establish and supervise processes for timely updates to the Knowledge Base for faster issue resolution - Pioneer the adoption of internal AI tools for efficient issue triage Qualifications Required: - 3+ years of experience managing enterprise-level support projects, with over 8 years of relevant IT experience - Proven track record of building, managing, and scaling distributed, international support teams - Extensive experience in managing communications with major enterprise clients, especially during critical incidents - Exceptional verbal and written communication skills in English - Nice to have experience in end-to-end project issue resolution, scaling business operations, building trustful client relationships, and ITIL certification The role of Global Team Leadership involves managing and mentoring a distributed 24/5 L2 support team. As a Senior Support Delivery Manager, you will be responsible for Service Delivery & SLA Management, ensuring all SLAs are consistently met and tickets are resolved promptly. Additionally, you will be involved in Critical Incident Management, handling direct communication with major enterprise customers for critical issues and participating in Root Cause Analyses. You will also play a key role in Process Optimization by establishing and supervising processes for timely Knowledge Base updates. Lastly, you will be pioneering the AI Integration by driving the adoption of internal AI tools for efficient issue triage and resolution. As a Senior Support Delivery Manager at our company, you will be responsible for leading an L2 B2B support team and ensuring the smooth operation of support services for our largest telecom customers. Your role will involve managing a global 24/5 support team, meeting SLAs, and driving the adoption of internal AI tools for issue resolution. This is a challenging yet rewarding position that offers excellent exposure and growth opportunities. Key Responsibilities: - Take ownership of an L2 B2B support team, providing support to our largest telecom customers - Manage a global 24/5 L2 support team for one of the largest IT companies - Ensure SLAs are consistently met and tickets are resolved promptly - Handle direct communication with customers and participate in Root Cause Analyses (RCAs) for critical issues - Establish and supervise processes for timely updates to the Knowledge Base for faster issue resolution - Pioneer the adoption of internal AI tools for efficient issue triage Qualifications Required: - 3+ years of experience managing enterprise-level support projects, with over 8 years of relevant IT experience - Proven track record of building, managing, and scaling distributed, international support teams - Extensive experience in managing communications with major enterprise clients, especially during critical incidents - Exceptional verbal and written communication skills in English - Nice to have experience in end-to-end project issue resolution, scaling business operations, building trustful client relationships, and ITIL certification The role of Global Team Leadership involves managing and mentoring a distributed 24/5 L2 support team. As a Senior Support Delivery Manager, you will be responsible for Service Delivery & SLA Management, ensuring all SLAs are consistently met and tickets are resolved promptly. Additionally, you will be involved in Critical Incident Management, handling direct communication with major enterprise customers for critical issues and participating in Root Cause Analyses. You will also play a key role in Process Optimization by establishing and supervising processes for timely Knowledge Base updates. Lastly, you will be pioneering the AI Integration by driving the adoption of internal AI tools for efficient issue triage and resolution.