Support Delivery Coordinator

Intellias; Portugal; Presencial; EUR 36 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

22 days of annual leave

Health insurance

Snacks and drinks at the office

Access to discount platform

Discount platform

22 days annual leave + 3 sick leaves

Resumo da oferta

A technology services company in Portugal seeks a Support Delivery Coordinator to ensure client success. The candidate will design client-oriented support processes, manage a team, and build long-term relationships. Candidates should have 3+ years of support management experience and excellent communication skills. A focus on operational excellence and a strategic mindset is essential. The role offers competitive benefits including health insurance and a modern office environment in Porto.

Qualificações

• 3+ years in support management or IT coordination.
• Experience managing service request and change processes.
• Strong ability to influence team mindset.
• Ability to influence and shape the team’s mindset and approach.
• Excellent communication skills and a positive mindset.
• Experience building reports and visual representations of results.
• Experience participating in or leading interview and hiring processes.
• Knowledge of project delivery: roadmaps, plans, measurable goals and forecasts.
• Experience with contract signing and key operational considerations.
• High stress resilience and strong sense of responsibility.
• English at C1 level or higher.

Responsabilidades

• Own the client engagement and ensure long-term success.
• Implement effective, client-oriented support processes.
• Build long-term relationships with client stakeholders.
• Manage and guide the team of support leads, setting clear vision and mindset.
• Build and maintain long‑term, trust‑based relationships with client stakeholders.
• Act as the main point of contact for escalations and critical issues.
• Define and maintain regular KPIs and conduct reviews to gather feedback.
• Identify upsell opportunities that bring value to the client.
• Maintain deep knowledge of products and services delivered.
• Report on performance, account health, and key results to management.
• Ensure compliance with contract terms and prevent breaches.
• Participate in interview and hiring to align hires with required mindset.
• Contribute to proactive support activities across the company.
• Help develop and improve support practices at Intellias.

Conhecimentos

Experience as Support Manager or Coordinator

Incident and Problem Management

Project delivery skills

Excellent communication skills

Stress resilience

Proficiency in English (C1 or higher)

Reporting & analytics

Formação académica

ITIL certification (preferred)

Descrição da oferta de emprego

The Support Delivery Coordinator plays a crucial role in ensuring the success of our client engagements. This position requires a strategic mindset, operational excellence, and a strong customer focus. The manager is accountable for delivering high-quality support services, driving performance, and fostering long-term relationships built on trust and reliability.

At Intellias, technology takes center stage, people always come before processes. We’re dedicated to cultivating a tech‑savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits prioritize your well‑being and fuel professional growth, making this opportunity an ideal match for tech enthusiasts.

Project Overview

• Our client is an innovative global company from the Fortune 500: a consumer‑goods producer and retailer headquartered in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.
• A newly conceptualized Digital Eco System is comprised of a set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

Requirements

• 3+ years of experience as Support Manager, or Support Delivery Coordinator/Manager in the IT area.
• Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes.
• Ability to manage large‑scale, high‑demand projects.
• Ability to influence and shape the team’s mindset and approach.
• Excellent communication skills, with a positive and open mindset.
• Strong experience in building reports and creating visual representations of achieved results.
• Proven experience participating in or leading the interview and hiring process.
• Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts.
• Experience with contract signing and a solid understanding of key operational considerations.
• High stress resilience and a strong sense of responsibility.
• Proficiency in English at C1 level or higher.

Preferred qualifications

• ITIL certification (Foundation level or higher).

Responsibilities

• Own the entire engagement with the client and ensure its long‑term success.
• Design and implement effective, client‑oriented support processes.
• Provide a strategic vision across the project aligned with the client’s business needs.
• Manage and guide the team of support leads, setting clear vision and mindset.
• Build and maintain long‑term, trust‑based relationships with client stakeholders.
• Act as the main point of contact for escalations, critical issues, and business‑related questions.
• Define and maintain regular KPIs reports and conduct regular review sessions to gather feedback.
• Identify and communicate upsell opportunities that bring additional value to the client.
• Maintain deep, detailed knowledge of the products and services delivered.
• Report on performance, account health, and key results to Intellias management.
• Ensure full compliance with contract terms and proactively prevent any breaches.
• Participate in the interview and hiring process to ensure new hires align with the required mindset.
• Participate in support proactive activities across the company.
• Contribute to the development and improvement of support practices across Intellias.

What we offer

• 22 days of annual leave per year + 3 paid sick leaves;
• Permanent contract or B2B contract;
• Health Insurance (employee);
• Modern, well‑equipped office in the centre of Porto;
• Snacks and drinks at the office;
• Access to discount platform.

Why this position

At Intellias, technology takes center stage, people always come before processes. We’re dedicated to cultivating a tech‑savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits prioritize your well‑being and fuel professional growth, making this opportunity an ideal match for tech enthusiasts.

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