Senior Manager / Associate Director – Customer Support

About the Role

Leadership role managing global L1–L3 support operations across multiple products and time zones, focused on customer experience, SLA delivery, and compliance.

Responsibilities

• Lead multi-regional support teams across 24x5/24x7 operations
• Manage SLAs, escalations, and customer satisfaction metrics
• Oversee workforce and capacity planning
• Collaborate with Product and Engineering teams
• Implement ITIL-aligned support practices

Requirements

• 12+ years overall experience
• 5+ years in senior support leadership
• Global enterprise customer support background
• ITIL knowledge and compliance experience

Skills

`ITIL` · `SLA Management` · `GDPR` · `SOC 2` · `Stakeholder Management` · `KPI Monitoring` · `CSAT` · `Global Operations`

How to apply

Or apply online: https://itpro.lk/job/14005/senior-manager-associate-director-customer-support-at-vitalhub-innovations-lab/