Support Delivery Coordinator

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 an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters 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 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 Manager in IT area.
• Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes.
• Experience with AI tools and implementation
• 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.

- Will be a plus:

• 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 the 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;
• Flexible working hours & hybrid work model;
• Permanent contract;
• Health Insurance (employee);
• Modern, well-equipped office in the centre of Porto;
• Intellias Communities (Tech, Language Clubs, Sports, Books, Parents);
• Coverflex benefits;
• Snacks and drinks at the office;
• Access to discount platform.

Why this position:

• 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.