We are looking for a highly skilled
Senior Support Delivery Manager to take ownership of an L2 B2B support team, providing exceptional service to one of the world's largest IT companies.
Responsibilities
- Global Team Leadership: Manage and mentor a distributed 24/5 L2 support team
- Service Delivery & SLA Management: Take full ownership of support delivery, ensuring all SLAs are consistently met and tickets are resolved promptly.
- Critical Incident Management: Directly handle communication with major enterprise customers for critical and highly visible issues, actively participating in Root Cause Analyses (RCAs).
- Process Optimization: Establish and supervise processes for timely Knowledge Base updates to accelerate response times for known issues.
- AI Integration: Pioneer and drive the adoption of internal AI tools for efficient issue triage and resolution.
Requirements
- Experience: 3+ years of experience managing enterprise-level support projects, backed by over 10+ years of relevant IT experience.
- Team Management: Proven track record of building, managing, and scaling distributed, international support teams.
- Client Engagement: Extensive experience managing communications with major enterprise clients, especially during critical incidents.
- Communication: Exceptional verbal and written communication skills in English, with a focus on sharp, precise, and professional delivery.
Nice to have
- End-to-end project issue resolution experience, from intake and triage to post-release verification of the fix.
- Demonstrated experience in scaling business operations and building deep, trustful relationships with clients.
- Experience building and managing L1 and L3 support teams
- ITIL certificate is a plus
We offer
- Opportunity to work on bleeding-edge projects
- Work with a highly motivated and dedicated team
- Competitive salary
- Flexible schedule
- Benefits package - medical insurance, sports
- Corporate social events
- Professional development opportunities
- Well-equipped office
About Us
Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.
