About the Role
We are looking for an experienced Service Delivery Leader (SDL) to lead end-to-end Application Support operations for PeopleStrong's HR Tech platform. The role focuses on driving SLA adherence, managing escalations, improving support processes, and delivering an exceptional customer experience.
Key Responsibilities
- Lead and manage L0L2 AppSupport teams across HR tech modules.
- Own service delivery metrics: SLAs, TAT, backlog, ticket hygiene, and workload management.
- Drive escalation handling, RCA, problem management, and preventive fixes with Product & Engineering.
- Strengthen customer communication and ensure high-quality resolutions.
- Maintain SOPs, Knowledge Base, and self-service support content.
- Identify recurring issues and work with Product teams to improve platform stability.
- Build dashboards and reports for support performance.
- Maintain strong customer and stakeholder relationships; represent support in reviews and QBRs.
- Lead team development, performance management, and capability building.
Qualifications
- Bachelor's degree required; Master's preferred.
- 1012+ years in Application Support/Service Delivery, with 5+ years in leadership.
- Strong command of SLA/TAT management, incident/problem management, and governance.
- Experience in SaaS/HR Tech preferred.
- Excellent communication, stakeholder management, and crisis-handling skills.
- Proven experience managing high-volume support operations.
- Strong analytical and data-driven approach.
