Support Delivery Manager

Job description

## About the Role We are seeking an experienced Application Support Manager to lead the delivery of application support and managed services for critical business applications. This role is responsible for ensuring service stability, driving operational excellence, managing application transitions, and leading cross-functional support teams while maintaining high service levels and customer satisfaction. The ideal candidate has extensive experience managing L1, L2, and L3 application support organizations, driving ITIL processes, and leading incident management in enterprise environments. ## Key Responsibilities - Act as the single point of accountability for application support service delivery. - Lead and manage L2/L3 developers, QA engineers, and L1 support teams. - Drive ITIL-aligned Incident, Problem, Change, and Release Management processes. - Lead Major Incident (P1/P2) bridges and coordinate resolution across technical teams. - Manage escalation processes across L1, L2/L3, QA, and business stakeholders. - Oversee application transition activities from outgoing vendors through steady-state operations. - Ensure knowledge transfer, documentation, KEDB/KMDB maintenance, and operational readiness. - Monitor and manage SLA/KPI performance, including MTTA, MTTR, resolution SLAs, and service quality metrics. - Produce operational dashboards, support reports, metrics, and executive status updates. - Identify recurring issues and drive root cause analysis, continuous improvement initiatives, automation, and AI adoption. - Coordinate support shift schedules and ensure appropriate production coverage. - Collaborate with business stakeholders, engineering teams, and vendors to maintain service excellence. ## Core Requirements - 12+ years of experience in Application Support or Managed Services. - Proven experience leading application support teams consisting of L1 engineers, L2/L3 developers, and QA engineers. - Experience managing enterprise application support operations. - Strong knowledge of ITIL processes, including Incident, Problem, Change, and Release Management. - Experience managing SLAs, KPIs, MTTA, MTTR, and service governance. - Experience leading major incident management and production support. - Experience managing application transitions from incumbent vendors to steady-state support. - Experience working with cross-functional business and technical stakeholders. - Experience managing support teams operating in shift-based environments. - Strong communication, leadership, and stakeholder management skills. - Willingness to participate in on-call support during non-working hours and weekends for Priority 1 (P1) incidents. ## Preferred Qualifications - Experience supporting web-based or e-commerce applications. - Experience in the Cruise industry. - Experience driving automation and AI adoption within support organizations. - ITIL Foundation or higher certification. - Experience with knowledge management and operational reporting tools. ## Working Style We are looking for someone who demonstrates: - Strong leadership and operational management skills. - Excellent communication and stakeholder management abilities. - Ownership and accountability for production support and service delivery. - A proactive approach to continuous service improvement. - Strong analytical and problem-solving skills. - Customer-focused decision-making. - The ability to perform effectively in high-pressure production support environments.