Production Support Manager / Director

LTM; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical plan

Health Spending Account

Disability coverage

Life Insurance

Vacation & leaves

Maternity leave top up

Job summary

LTM Canada, a global technology consulting and digital solutions company, is seeking a Production Support Manager in Mississauga to lead end-to-end SaaS production support and operate a modern support model.

You will partner with Product, Cloud, Infra, Security, DevOps and offshore teams to drive governance, automation, cost efficiency, and service transformation while delivering measurable business outcomes.

Qualifications

• Executive client leadership experience managing strategic relationships, governance, escalations, and QBRs.
• Ownership of end-to-end SaaS application production support and operations.
• Design, evolution, and optimization of end-to-end support operating model.
• Define and refine team structures across Operators, L0-L2.

Responsibilities

• Drive decisions on onsite vs offshore delivery mix, scalability, and cost efficiency.
• Manage budgets including run cost, headcount planning, and tooling investments.
• Drive margin improvement through automation and delivery optimization.
• Lead governance, audit, risk management, and regulatory compliance with accountable outcomes.
• Own and execute a multi-year service transformation roadmap.
• Drive platform modernization and architecture simplification with engineering.

Skills

Executive client leadership

SaaS production support

End-to-end operations

Budget management

Automation & AI/AIOps

Cross-functional delivery

Governance & compliance

RFPs & deal shaping

Staff development & succession

Tools

Jira

ServiceNow

Automation tooling

Job description

LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit https://www.ltm.com/

Role – Production Support Manager

Key Responsibilities

• Serve as executive client leader for strategic relationships, governance, escalations, and QBRs
• Own end-to-end SaaS application production support and operations
• Own the design, evolution, and optimization of the end-to-end support operating model
• Define and continuously refine team structures across Operators, L0, L1, L2
• Drive decisions on onsite vs offshore delivery mix, scalability models, and cost efficiency
• Manage budgets including run cost, headcount planning, and tooling investments
• Drive margin improvement through automation, productivity, and delivery optimization
• Lead governance, audit, risk management, and regulatory compliance with full accountability for outcomes
• Own and execute a multi-year service transformation roadmap
• Drive platform modernization and architecture simplification in partnership with engineering
• Lead AI/AIOps and automation strategy including self-service and knowledge management
• Define measurable transformation outcomes including automation coverage, ticket deflection, and shift-left adoption
• Lead cross-functional delivery across Product, Cloud, Infra, Security, DevOps, and offshore teams
• Actively contribute to RFPs, deal shaping, and managed services solutioning
• Support new logo pursuits and drive expansion within existing client accounts
• Build leadership bench strength and own succession planning for critical roles
• Develop retention strategies to mitigate attrition risk across delivery teams
• Drive a culture of accountability, performance rigor, and continuous improvement
• Own executive reporting narrative, linking service performance to business outcomes

KPIs

• Client CSAT, executive stakeholder satisfaction, and account growth
• SLA performance, service availability, and resilience of critical platforms
• MTTR reduction, incident volume reduction, and major incident avoidance
• P&L performance including cost optimization and margin improvement
• Automation coverage and measurable reduction in manual effort
• Ticket deflection rate through self-service and knowledge management
• Shift-left maturity and reduction in L2/L3 dependency
• Revenue support including renewals, expansion, and new business contribution
• Risk posture including audit outcomes, compliance, and control effectiveness
• Employee engagement, attrition rates, and leadership bench strength
• Delivery productivity and operational efficiency improvements
• Quality and effectiveness of executive reporting and service narrative

Benefits/perks listed below may vary depending on the nature of your employment with LTM Canada (“LTMC”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Health Care Spending Account
• Short Term and Long-Term Disability Coverage
• Life Insurance
• Annual vacation and other Paid Leaves
• Maternity Leave Top Up Pay

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all Canada locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTM is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.