Support Delivery Operations Manager

LotusFlare; Toronto; On-site; Full time

Job description

Requirements

• This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management
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• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment
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• Strong hands-on experience in working with L2/L3 support models and managing production incidents
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• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability
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• Experience supporting B2B or B2B2C enterprise products
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• Proven experience working with in-house product and engineering teams
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• Exposure to project or delivery management, ITIL practices is a strong advantage
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• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies
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• Hands-on experience with support and ticketing tools such as Jira, Zendesk, ServiceNow, or similar platforms
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• Familiarity with Agile and Scrum delivery methodologies
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• Excellent verbal and written communication skills with the ability to engage both technical and non-technical stakeholders
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• Strong stakeholder management and conflict resolution skills
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• Ability to manage multiple priorities in a fast-paced, high-availability environment
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• Data-driven mindset with strong analytical and reporting capabilities
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• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, or a related field, or equivalent professional experience
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• MBA will be considered a significant plus

What the job involves

• We are seeking a Delivery Manager – Operations & Support to lead technical operations, customer support, and production stability, in alignment with customer delivery and project execution
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• The individual will work closely with enterprise customers, product, engineering, and delivery teams to ensure operational excellence, high customer satisfaction, and successful delivery outcomes
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• Note: The role includes weekend and on-call support responsibilities (as applicable) and requires ownership of production and non-production environments along with handling customer escalations
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• Own and lead initiatives with a 24x7 team, working in L2/L3 technical support operations
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• Ensure production system stability, availability, and adherence to defined SLAs and response timelines. Act as the primary escalation point for high-severity customer issues and escalations
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• Work directly with enterprise customers during escalated production issues, war-rooms, etc, ensuring a resolution path and clear communication
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• Drive customer satisfaction and retention through proactive engagement and effective issue management
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• Act as the voice of the customer, providing structured feedback to internal teams to improve product and service quality
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• Oversee day-to-day support operations to ensure service quality, responsiveness, and consistency
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• Define, track, and report key support metrics and KPIs, including SLA compliance, MTTR, resolution rate, and CSAT
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• Analyze support ticket trends and identify root causes of recurring issues
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• Drive continuous improvement initiatives across delivery, operations and engineering to enhance product reliability, operational efficiency, and customer experience
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• Prepare regular operational and performance reports for internal stakeholders and leadership
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• Demonstrates strong ownership and accountability, taking responsibility for outcomes from initiation through resolution
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• Lead, coach, and mentor in-house and outsourced support teams across projects
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• Identify skill gaps and implement training and upskilling programs related to product knowledge, troubleshooting, and customer engagement
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• Foster a culture of collaboration and a customer-first mindset within the team
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• Support customer-support-related delivery engagements to ensure successful implementation and resolution
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• Define and manage expectations, deliverables, risks, and dependencies
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• Drive execution by coordinating with cross-functional teams and proactively resolving blockers
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• Manage UAT, production releases, and formal handover to operations and support teams
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• Ensure delivery commitments are met in alignment with customer expectations and internal standards
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• Maintain accurate delivery plans, project documentation, and status reports using tools such as Jira and Confluence