Intro
A Support Manager ensures excellent customer service together with support teams and drives them towards the mission of faster, better, and affordable services. They have a broad technical understanding, good know-how of service level management, and a strong focus on customer reporting and satisfaction.
In this role, you will take ownership of support processes for digital products and services: maintaining and improving existing support setups, while also helping define support concepts for new products or services.
What project we have for you
You will work with a strategic enterprise client in the automotive and mobility domain. The client develops digital data-driven products and API-based services that help business customers and partners access, integrate, and use connected mobility data in their own business processes.
These solutions support use cases such as fleet operations, service and maintenance, mobility services, partner integrations, and data-driven operational insights.
You will work in a complex enterprise environment where support is closely connected with Product, Development, DevOps, Delivery, and external support teams. Some support processes are already established and need to be taken over and improved. For other products or services, support concepts, documentation, handover, and operational readiness need to be defined before moving into stable support.
What you will do
* Define support concepts and processes.
* Organize proper handover from product teams to support.
* Support transition of products or services into stable support operations.
* Coordinate knowledge transfer, support documentation, runbooks, and knowledge base readiness together with technical teams.
* Monitor and evaluate product and SLA reports.
* Ensure support case resolution by support teams.
* Consult on reports to actively solve issues.
* Supervise and maintain established support processes.
* Act as an internal SPOC for all support-related topics, including stakeholder coordination.
* Perform capacity planning for external support teams.
* Act as the first escalation instance for support cases and manage escalations until a solution is found.
* Define requirements for support of relevant tools and optimize support tooling.
* Define support-related KPIs.
* Ensure Knowledge Management.
What you need for this
* 3+ years of experience as a Support Manager in the IT area.
* Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes.
* Experience defining or improving support concepts, support processes, or support operating models for IT products or services.
* Experience coordinating handover / knowledge transfer from Product, Development, DevOps, or other technical teams to Support teams.
* 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.
* Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts.
* Understanding of service contracts, SLA commitments, operational risks, capacity planning, and resource planning.
* 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.
* Experience with application support, digital products, SaaS platforms, API-based products, enterprise applications, or mobility-related solutions.
* Experience with go-live / hypercare, service transition, or transition from project delivery to stable support operations.
What it’s like to work at Intellias
At Intellias, technology takes center stage, but people always come before processes. We create a comfortable environment that helps individuals unlock their potential and achieve strong results. We offer benefits that support well-being and professional growth.
This role is a good match for someone who enjoys bringing structure to support operations, improving service maturity, coordinating across technical and business stakeholders, and helping digital products or services move smoothly into stable support.