The Support Delivery Manager plays a crucial role in ensuring the success of our client engagements. This position requires a strategic mindset, operational excellence, and a strong customer focus. The manager is accountable for delivering high-quality support services, driving performance, and fostering long-term relationships built on trust and reliability.

At Intellias, where technology takes center stage, people always come before processes. We’re dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.

What project we have for you

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.
A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

What you will do

Responsibilities :

Own the entire engagement with the client and ensure its long-term success
Design and implement effective, client-oriented support processes.
Provide a strategic vision across the project aligned with the client’s business needs.
Manage and guide the team of support leads, setting clear vision and mindset.
Build and maintain long-term, trust-based relationships with client stakeholders.
Act as the main point of contact for escalations, critical issues, and business-related questions.
Define and maintain regular KPIs reports and conduct regular review sessions to gather the feedback
Identify and communicate upsell opportunities that bring additional value to the client.
Maintain deep, detailed knowledge of the products and services delivered.
Report on performance, account health, and key results to Intellias management.
Ensure full compliance with contract terms and proactively prevent any breaches.
Participate in the interview and hiring process to ensure new hires align with the required mindset
Participate in support proactive activities across the company.
Contribute to the development and improvement of support practices across Intellias.

What you need for this

3+ years of experience as Support Manager, or Support Delivery Manager in IT area.
Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes
Experience with AI tools and implementation
Ability to manage large-scale, high-demand projects.
Ability to influence and shape the team’s mindset and approach.
Excellent communication skills, with a positive and open mindset.
Strong experience in building reports and creating visual representations of achieved results.
Proven experience participating in or leading the interview and hiring process.
Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts.
Experience with contract signing and a solid understanding of key operational considerations.
High stress resilience and a strong sense of responsibility.
Proficiency in English at C1 level or higher.

Will be a plus:

ITIL certification (Foundation level or higher).

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

Support Delivery Coordinator