Service Delivery Team Leader

As a Support Delivery Lead with 8-12 years of experience, your role involves managing post-production support operations for all customer implementations of IAN products and solutions. You will be the central owner for ticket governance, SLA management, customer escalations, support planning, and service delivery performance. Working closely with Support Team members, Implementation Teams, Product Teams, and Customer Stakeholders, your responsibilities include: - Leading support operations across multiple customer implementations. - Managing ticket intake, triage, prioritization, assignment, and resolution processes. - Ensuring adherence to customer SLAs, support commitments, and service delivery targets. - Monitoring support queues, ticket backlogs, response times, resolution times, and service performance metrics. - Coordinating support activities across various Configurators, Specialists, and Analysts. - Acting as the primary escalation point for customer-reported production issues and service concerns. - Assessing, triaging, and routing issues across various components. - Coordinating incident management, problem management, root cause analysis, and corrective action activities. - Facilitating communication between customers, support teams, implementation teams, and product teams. - Supporting release planning, deployment coordination, production releases, and post-release validation activities. - Identifying recurring issues and driving continuous improvement initiatives. - Maintaining support processes, operational runbooks, knowledge base content, and service documentation. Qualifications required for this role include: - Bachelor's degree in computer science, Engineering, Information Systems, Business, or related field. - 8-12 years of experience in application support, service delivery, customer support operations, or enterprise software support. - Good experience in the Property & Casualty (P&C) Insurance domain. - Strong understanding of IAN products, implementation approaches, and platform capabilities. - Experience with various tools such as Camunda, Apache Camel, FEEL, form.Io, and workflow-driven enterprise applications. - Ability to manage customer escalations, service delivery commitments, SLA management, and support KPIs. - Experience with ticketing and service management platforms like Jira Service Management, ServiceNow, Zendesk, or similar tools. - Strong stakeholder management, customer communication, and coordination skills. - Excellent analytical, problem-solving, and organizational skills. - Proven experience working with insurance carriers and clients across North America or Europe. Desired skills for this role include: - ITIL Foundation or equivalent service management certification. - Experience supporting intelligent document processing, workflow automation, AI-enabled, or configurable enterprise solutions. - Agile/Scrum delivery experience. This job is ideal for someone with a background in support operations, customer service, and software support, who can effectively manage multiple priorities in a fast-paced environment while ensuring operational stability and continuous improvement in support services. As a Support Delivery Lead with 8-12 years of experience, your role involves managing post-production support operations for all customer implementations of IAN products and solutions. You will be the central owner for ticket governance, SLA management, customer escalations, support planning, and service delivery performance. Working closely with Support Team members, Implementation Teams, Product Teams, and Customer Stakeholders, your responsibilities include: - Leading support operations across multiple customer implementations. - Managing ticket intake, triage, prioritization, assignment, and resolution processes. - Ensuring adherence to customer SLAs, support commitments, and service delivery targets. - Monitoring support queues, ticket backlogs, response times, resolution times, and service performance metrics. - Coordinating support activities across various Configurators, Specialists, and Analysts. - Acting as the primary escalation point for customer-reported production issues and service concerns. - Assessing, triaging, and routing issues across various components. - Coordinating incident management, problem management, root cause analysis, and corrective action activities. - Facilitating communication between customers, support teams, implementation teams, and product teams. - Supporting release planning, deployment coordination, production releases, and post-release validation activities. - Identifying recurring issues and driving continuous improvement initiatives. - Maintaining support processes, operational runbooks, knowledge base content, and service documentation. Qualifications required for this role include: - Bachelor's degree in computer science, Engineering, Information Systems, Business, or related field. - 8-12 years of experience in applicati