The Role
As Support Operations Manager, you will own the full post-delivery client experience — leading a team responsible for everything that happens after go-live. This spans support ticket management, incident handling, preventive maintenance, health checks, and change requests, all within environments where uptime, compliance, and client trust are non-negotiable.
You are someone who brings order to complexity, builds a culture of accountability within your team, and treats every client interaction as an opportunity to strengthen a long-term relationship. Critically, you understand the regulatory environment your clients operate in — particularly in financial services — and you make sure your team operates to that standard.
What You'll Do
Service Operations & Delivery
- Own end-to-end support operations across the client portfolio — managing SLA adherence, ticket prioritisation, escalation management, and resolution quality
- Lead incident handling and troubleshooting for production environments, ensuring swift, structured responses that minimise client impact
- Oversee implementation activities and change requests, coordinating across internal teams and client stakeholders to ensure smooth, well-governed execution
- Drive a proactive operations culture — scheduling and owning preventive maintenance and system health checks before issues arise
- Monitor and manage software maintenance renewals across the client base, ensuring timely renewal cycles and continuity of service coverage
Client Relationship Management
- Serve as the senior operational point of contact for key accounts — building trusted, long-term relationships with client IT and operations teams
- Step in as the senior client-facing lead when escalations require more experienced engagement, managing expectations with composure and clarity
- Conduct regular service reviews with clients, presenting operational metrics, surfacing risks early, and driving continuous improvement conversations
- Proactively identify upsell and expansion opportunities arising from day-to-day client interactions, and channel these to the sales and account management team
Team Leadership
- Lead, mentor, and develop the support operations team — setting clear performance standards, assigning and prioritising work effectively, fostering accountability, and building a high-functioning, client-first culture
- Define and refine operational processes, playbooks, and escalation frameworks that scale as the business grows
- Work closely with solutions, delivery, and account management teams to ensure seamless handoffs and a consistent client experience end-to-end
Compliance & Governance
- Ensure all support and operational activities adhere to FSI regulatory requirements and client-specific compliance standards, including BNM guidelines and relevant data governance frameworks
- Maintain audit-ready documentation for all support activities, change management records, and incident reports within regulated client environments
What We're Looking For
- Proven experience in IT support operations, service delivery, or managed services — with a track record in a team leadership position and SLA-driven environments
- Strong understanding of FSI regulatory environments — familiarity with BNM guidelines, banking/insurance IT governance, and operating within regulated infrastructure is essential
- Experience managing enterprise software implementations, change requests, maintenance renewals, and production incident handling
- A natural people manager — able to build team capability, set clear expectations, and hold the line on quality and accountability
- Excellent client-facing communication skills — able to manage difficult conversations with composure and turn service challenges into relationship-building moments
- Structured and process-oriented
- Familiarity with ECM and data platforms, or enterprise software is an advantage
Skills & Attributes for Success
- Calm under pressure yet act with urgency — you think clearly when things go wrong and set the tone for your team
- Detail-oriented without losing sight of the bigger picture
- A client advocate at heart — you measure success by client outcomes, not just ticket closure rates
- Collaborative by nature, with the ability to influence across functions without authority
- Committed to continuous improvement — always looking for ways to make the operation sharper
