End-to-End IT Support Delivery Manager

Intellias; Portugal; On-site; EUR 60,000 - 90,000; Full time

Job summary

Intellias is seeking a seasoned Support Delivery Manager in Portugal to drive and scale IT support operations in a fast-paced, customer-focused environment. You will own service stability, implement ITIL-aligned processes, and lead 24/7 support with L1/L2/L3 structures, while shaping high-performing teams and stakeholder relationships.

You will build roadmaps, monitor SLA/KPI performance, and leverage AI tools to enhance efficiency, reporting, and service quality across global clients.

Qualifications

• 3+ years as a Support Manager / Support Delivery Manager in IT.
• Experience with setting up support from scratch and 24/7 operations.
• Proven expertise in ITIL processes and service management practices.
• Experience with SLA/KPI ownership, escalation management and performance optimization.
• Hands-on interviewing and hiring experience.

Responsibilities

• Own and manage end-to-end support delivery operations, ensuring service stability and performance.
• Design, implement, and improve Incident, Problem, Change, and Service Request Management processes.
• Build and scale support structures from scratch, onboarding new services and teams.
• Lead major incident management with timely resolution and stakeholder communication.
• Manage 24/7 support models and L1/L2/L3 support structures.
• Take ownership of SLA/KPI performance, including monitoring, reporting, and driving improvements.
• Develop roadmaps, delivery plans, and forecasts, aligning support strategy with business needs.
• Create clear reports and dashboards to visualize performance and outcomes.
• Collaborate with stakeholders to ensure smooth service transitions and contract-related operations.
• Drive adoption of AI tools and automation to enhance support efficiency.
• Lead and participate in hiring processes, shaping and growing high-performing teams.
• Influence team mindset, promoting a proactive, ownership-driven culture.

Skills

Stakeholder management

Project delivery

Incident management

Change management

Communication

Ownership / accountability

SLA/KPI ownership

Hiring / team building

English proficiency

Tools

Jira

ServiceNow

ITSM tools

Job description

Intellias is seeking a seasoned Support Delivery Manager in Portugal to drive and scale IT support operations in a fast-paced, customer-focused environment. You will own service stability, implement ITIL-aligned processes, and lead 24/7 support with L1/L2/L3 structures, while shaping high-performing teams and stakeholder relationships.

You will build roadmaps, monitor SLA/KPI performance, and leverage AI tools to enhance efficiency, reporting, and service quality across global clients.