Support Delivery Operations Manager

Join our team as a Delivery Manager – Operations & Support. In this role, you will lead technical operations, customer support, and production stability, ensuring operational excellence and high customer satisfaction. You will work closely with enterprise customers, product, engineering, and delivery teams. This position includes weekend and on-call support responsibilities and requires ownership of production and non-production environments. You will drive customer satisfaction and retention, oversee day-to-day support operations, and lead continuous improvement initiatives.

• Lead technical operations, customer support, and production stability, ensuring operational excellence and high customer satisfaction.
• Act as the primary escalation point for high-severity customer issues, driving customer satisfaction and retention through proactive engagement.
• Oversee day-to-day support operations, define and track key support metrics and KPIs, and drive continuous improvement initiatives.
• MBA will be considered a significant plus
• Strong stakeholder management and conflict resolution skills
• Data-driven mindset with strong analytical and reporting capabilities
• Familiarity with Agile and Scrum delivery methodologies
• Proven experience working with in-house product and engineering teams
• Strong hands-on experience in working with L2/L3 support models and managing production incidents
• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, or a related field, or equivalent professional experience
• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability
• Ability to manage multiple priorities in a fast-paced, high-availability environment
• Excellent verbal and written communication skills with the ability to engage both technical and non-technical stakeholders
• Hands-on experience with support and ticketing tools such as Jira, Zendesk, ServiceNow, or similar platforms
• Experience supporting B2B or B2B2C enterprise products
• 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
• 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