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