Lead Support Manager

Reporting directly into the Head of Operations on division KPIs, health status, and attention points/risks
Leading, mentoring, and managing Service Operations Managers and support teams across L1, L2, and L3
Overseeing daily operational performance, ensuring SLAs/KPIs are met, and managing incidents end-to-end
Driving incident lifecycle ownership, including triage, containment, resolution, and post-mortem analysis
Governing and optimizing access management, change controls, and escalation flows
Driving continuous improvement across SOPs, incident response playbooks, and support tooling
Delivering and reviewing monthly operational and security reports for internal and external stakeholders
Ensuring all scheduled activities (bi-weekly, monthly, yearly) are completed in line with policy
Taking responsibility for the profitability of the overall support portfolio and collaborating with commercial teams on improvements
Acting as a proactive communicator, identifying opportunities to improve client relationships
Serving as the escalation point for high/critical incidents and client-facing issues
Conducting occasional client communication training sessions for L1 agents
Presenting incident reviews, monthly reports, and performance metrics to clients
Collaborating with the Sales team to provide operational insights during pre-sales engagements
Contributing to proposals, Statements of Work (SoWs), and RFP responses with tailored support models and SLAs
Providing pricing input for tender submissions based on defined support models and SLAs
Defining and communicating support capabilities, onboarding processes, and platform readiness for new client rollouts
Participating in scoping workshops and client presentations as the support operations SME
Ensuring operational readiness for new client onboarding, including knowledge transfer, L1/L2 training, access setup, and alerting