Careerscape is supporting a client opening for a Hybrid Support Delivery Manager. This role focuses on leading customer support operations, improving service delivery performance, managing support teams, and ensuring clients receive exceptional service in a hybrid work environment.
This is an excellent opportunity for an experienced professional who enjoys leading teams, optimizing operational processes, and driving customer satisfaction through high-quality service delivery.
The Support Delivery Manager will work closely with customer success teams, technical support specialists, operations leaders, and client stakeholders to oversee daily support operations, monitor service levels, implement process improvements, and ensure customer expectations are consistently exceeded.
This role is ideal for candidates interested in service delivery management, customer support leadership, operations management, or client success.
Responsibilities
- Lead day-to-day customer support and service delivery operations
- Manage and mentor customer support teams
- Monitor service level agreements (SLAs) and key performance indicators (KPIs)
- Develop and implement service delivery improvement initiatives
- Coordinate support resources to ensure timely issue resolution
- Build strong relationships with clients and internal stakeholders
- Analyze operational performance and prepare management reports
- Handle customer escalations and drive successful resolutions
- Collaborate with technical, product, and operations teams
- Improve support workflows and operational efficiency
- Ensure compliance with company policies and service standards
- Perform additional service delivery and operational management duties as assigned
Requirements
- Bachelor's degree in Business Administration, Information Technology, Management, or a related field preferred
- 3–6 years of experience in customer support, service delivery, operations management, or related leadership roles
- Experience managing customer support or technical support teams
- Strong leadership, coaching, and team development skills
- Excellent communication and client relationship management abilities
- Experience with CRM, help desk, or IT service management platforms
- Strong analytical, organizational, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience tracking KPIs, SLAs, and operational performance metrics
- Professional, customer-focused, and results-driven mindset
Benefits
- Hybrid work flexibility within the United States
- Competitive compensation package
- Medical, dental, and vision insurance
- Paid time off, holidays, and sick leave
- 401(k) retirement savings plan with company match
- Annual performance bonuses
- Professional development and leadership training
- Certification reimbursement
- Career growth into Senior Support Delivery Manager, Customer Success Manager, Service Delivery Director, Operations Manager, or Director of Customer Support roles
- Collaborative and innovative work environment