Lead Support Manager

Head multi-tiered support operations (L1, L2, L3) and elevate operational excellence
Lead Service Operations Managers and ensure smooth 24/7/365 operations
Support commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements
Report directly into the Head of Operations on division KPIs, health status, and attention points/risks
Lead, mentor, and manage Service Operations Managers and support teams across L1, L2, and L3
Oversee daily operational performance, ensuring SLAs/KPIs are met, and manage incidents end-to-end
Drive incident lifecycle ownership, including triage, containment, resolution, and post-mortem analysis
Govern and optimize access management, change controls, and escalation flows
Drive continuous improvement across SOPs, incident response playbooks, and support tooling
Deliver and review monthly operational and security reports for internal and external stakeholders
Ensure all scheduled activities (bi-weekly, monthly, yearly) are completed in line with policy
Take responsibility for the profitability of the overall support portfolio and collaborate with commercial teams on improvements
Act as a proactive communicator, identifying opportunities to improve client relationships
Serve as the escalation point for high/critical incidents and client-facing issues
Conduct occasional client communication training sessions for L1 agents
Present incident reviews, monthly reports, and performance metrics to clients
Collaborate with the Sales team to provide operational insights during pre-sales engagements
Contribute to proposals, Statements of Work (SoWs), and RFP responses with tailored support models and SLAs
Provide pricing input for tender submissions based on defined support models and SLAs
Define and communicate support capabilities, onboarding processes, and platform readiness for new client rollouts
Participate in scoping workshops and client presentations as the support operations SME
Ensure operational readiness for new client onboarding, including knowledge transfer, L1/L2 training, access setup, and alerting