Support Delivery Operations Manager

Requirements

• This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management,
• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment,
• Strong hands-on experience in working with L2/L3 support models and managing production incidents,
• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability,
• Experience supporting B2B or B2B2C enterprise products,
• Proven experience working with in-house product and engineering teams,
• Exposure to project or delivery management, ITIL practices is a strong advantage,
• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies,
• Hands-on experience with support and ticketing tools such as Jira, Zendesk, ServiceNow, or similar platforms,
• Familiarity with Agile and Scrum delivery methodologies,
• Excellent verbal and written communication skills with the ability to engage both technical and non-technical stakeholders,
• Strong stakeholder management and conflict resolution skills,
• Ability to manage multiple priorities in a fast-paced, high-availability environment,
• Data-driven mindset with strong analytical and reporting capabilities,
• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, or a related field, or equivalent professional experience,
• MBA will be considered a significant plus

What the job involves

• We are seeking a Delivery Manager – Operations & Support to lead technical operations, customer support, and production stability, in alignment with customer delivery and project execution,
• The individual will work closely with enterprise customers, product, engineering, and delivery teams to ensure operational excellence, high customer satisfaction, and successful delivery outcomes,
• Note: The role includes weekend and on-call support responsibilities (as applicable) and requires ownership of production and non-production environments along with handling customer escalations,
• Own and lead initiatives with a 24x7 team, working in L2/L3 technical support operations,
• Ensure production system stability, availability, and adherence to defined SLAs and response timelines. Act as the primary escalation point for high-severity customer issues and escalations,
• Work directly with enterprise customers during escalated production issues, war-rooms, etc, ensuring a resolution path and clear communication,
• Drive customer satisfaction and retention through proactive engagement and effective issue management,
• Act as the voice of the customer, providing structured feedback to internal teams to improve product and service quality,
• Oversee day-to-day support operations to ensure service quality, responsiveness, and consistency,
• Define, track, and report key support metrics and KPIs, including SLA compliance, MTTR, resolution rate, and CSAT,
• Analyze support ticket trends and identify root causes of recurring issues,
• Drive continuous improvement initiatives across delivery, operations and engineering to enhance product reliability, operational efficiency, and customer experience,
• Prepare regular operational and performance reports for internal stakeholders and leadership,
• Demonstrates strong ownership and accountability, taking responsibility for outcomes from initiation through resolution,
• Lead, coach, and mentor in-house and outsourced support teams across projects,
• Identify skill gaps and implement training and upskilling programs related to product knowledge, troubleshooting, and customer engagement,
• Foster a culture of collaboration and a customer-first mindset within the team,
• Support customer-support-related delivery engagements to ensure successful implementation and resolution,
• Define and manage expectations, deliverables, risks, and dependencies,
• Drive execution by coordinating with cross-functional teams and proactively resolving blockers,
• Manage UAT, production releases, and formal handover to operations and support teams,
• Ensure delivery commitments are met in alignment with customer expectations and internal standards,
• Maintain accurate delivery plans, project documentation, and status reports using tools such as Jira and Confluence