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

The Support Delivery Manager 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, where 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 not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.

Project Overview:

• Our client is a global Fortune 500 consumer goods company headquartered in Switzerland, operating in 130+ countries. Together with Intellias, they are building a modern Digital Ecosystem covering eCommerce, personalization, customer engagement, and connected online–offline experiences.
• To support this transformation, we are seeking a Support Delivery Manager who will drive and scale IT support operations, ensuring high-quality service delivery in a complex, fast-paced environment.

Requirements:

• 3+ years of experience as a Support Manager / Support Delivery Manager in IT.

Strong hands-on experience with:

• Support setup from scratch
• Service onboarding and transition
• 24/7 support operations
• Support processes implementation
• Proven expertise in ITIL processes and service management practices.
• Solid experience in SLA/KPI ownership, escalation management, and performance optimization.
• Strong project delivery skills: roadmap creation, planning, and measurable goal setting.
• Experience managing large-scale, high-demand environments.
• Experience with ITSM tooling (Jira, ServiceNow etc)
• Ability to influence teams and stakeholders, driving change and improvements.
• Excellent communication and stakeholder management skills.
• Experience in reporting and data visualization.
• Hands‑on involvement in interviewing and hiring.
• Experience with contracts and operational considerations.
• High stress resilience and strong sense of ownership.
• English level: B2/C1 or higher.

Will be a plus:

• ITIL certification (Foundation level or higher).

Responsibilities:

• Own and manage end-to-end support delivery operations, ensuring service stability and performance.
• Design, implement, and continuously improve Incident, Problem, Change, and Service Request Management processes in line with ITIL best practices.
• Build and scale support structures from scratch, including onboarding new services and teams.
• Lead major incident management, ensuring timely resolution and clear stakeholder communication.
• Manage and optimize 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.