Support Delivery Operations Manager

Requirements

• This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management
,
• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment
,
• Strong hands-on experience in working with L2/L3 support models and managing production incidents
,
• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability
,
• Experience supporting B2B or B2B2C enterprise products
,
• Proven experience working with in-house product and engineering teams
,
• Exposure to project or delivery management, ITIL practices is a strong advantage
,
• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies
,
• Hands-on experience with support and ticketing tools such as Jira...