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Support Delivery Manager
Indium Software
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Support Delivery Manager is responsible for overseeing the delivery of IT support services to ensure efficient, high-quality customer service and application management. They manage support teams, ensure adherence to service level agreements (SLAs), drive continuous improvement, and act as a key point of contact between clients, stakeholders, and internal teams.
Key Responsibilities:
Key Skills & Competencies:
Qualifications & Experience:-
Key Responsibilities:
- Service Delivery Management-Ensure seamless 24/7 support operations in line with business needs and SLAs.-Manage incident, problem, and change management processes following ITIL best practices.-Continuously monitor service performance, identify bottlenecks, and drive improvements.-Collaborate with business and IT teams to align support functions with business goals.
- Team Leadership & People Management-Lead and mentor a team of support engineers, analysts, and specialists.-Allocate resources effectively across different shifts, ensuring workload balance.-Conduct regular performance reviews, set objectives, and drive training initiatives.-Foster a customer-centric culture within the support team.
- Stakeholder & Customer Management-Act as the primary escalation point for critical incidents and customer concerns.-Conduct regular service reviews with clients, business users, and senior management.-Communicate technical issues in business-friendly language and provide resolutions.-Gather feedback and enhance customer satisfaction by implementing improvements.
- Incident, Problem & Change Management-Oversee major incident resolution, ensuring minimal disruption to business operations.-Perform root cause analysis (RCA) for recurring issues and implement long-term fixes.-Manage IT changes, ensuring they are planned, tested, and executed with minimal risk.-Maintain accurate documentation of incidents, changes, and problem resolution.
- Process & Performance Improvement-Develop and implement best practices for IT support service delivery.-Analyze service reports, incident trends, and performance metrics for continuous improvement.-Identify automation and self-service opportunities to reduce manual effort.-Ensure compliance with security policies, industry regulations, and IT governance.
- Reporting & Documentation-Generate and present monthly reports on SLA adherence, issue resolution, and KPIs.-Maintain up-to-date knowledge bases, FAQs, and technical documentation.-Provide data-driven insights for decision-making and strategy development.
Key Skills & Competencies:
- Technical Expertise: Strong understanding of IT service management (ITSM), cloud platforms, and enterprise applications
- Leadership: Ability to lead, coach, and motivate technical support teams
- Communication: Excellent verbal and written communication skills for engaging stakeholders at all levels
- Problem-Solving: Analytical mindset to diagnose issues and drive long-term solutions
- Customer Focus: A strong customer-first approach with a focus on quality service delivery
- Process Improvement: Experience in driving automation, efficiency, and operational excellence
- Crisis Management: Ability to handle critical incidents and high-pressure situations effectively
Qualifications & Experience:-
- Bachelor degree in Computer Science, IT, Engineering, or a related field.
- 8+ years of experience in IT support, application management, or service delivery.
- 3+ years in a leadership role managing IT support teams.
- Strong knowledge of ITIL frameworks (ITIL v3/v4 certification preferred).
- Experience with ticketing tools (ServiceNow, JIRA, Remedy, etc.).
- Familiarity with cloud computing (AWS, Azure), databases, and enterprise applications.
- Exposure to BFSI, Healthcare, Retail, or Enterprise IT environments (preferred)
Employment Type: Full Time, Permanent
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Top Indium Software Support Delivery Manager Interview Questions
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What people at Indium Software are saying
What Indium Software employees are saying about work life
based on 968 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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