Support Manager

About the role

The Support Manager will own support processes for digital products and services, ensuring fast, reliable, and cost‑effective customer service. You will work with a strategic enterprise client in the automotive and mobility sector, collaborating closely with Product, Development, DevOps, Delivery, and external support teams.

Key responsibilities

• Define and continuously improve support concepts and processes.
• Organise hand‑over from product teams to support and ensure smooth transition into stable operations.
• Coordinate knowledge transfer, create support documentation, runbooks and maintain the knowledge base.
• Monitor product and SLA reports, drive issue resolution and consult on reporting insights.
• Supervise established support processes and act as the internal single point of contact for all support‑related topics.
• Perform capacity planning for external support teams and manage escalations as the first escalation point.
• Define requirements for support tools, optimise tooling, and establish support‑related KPIs.
• Ensure comprehensive knowledge management across the support organisation.

Required profile

• Minimum 3 years of experience as a Support Manager in an IT environment.
• Proven experience setting up and managing Incident, Problem, Service Request, and Change Management processes.
• Experience defining or improving support concepts, processes, or operating models for IT products or services.
• Demonstrated ability to coordinate hand‑over and knowledge transfer from technical teams to support.
• Strong project management skills for large‑scale, high‑demand initiatives.
• Excellent communication skills with a positive, open mindset.

Required skills

What we offer

• Opportunity to work on cutting‑edge data‑driven mobility solutions.
• Collaboration with cross‑functional teams in a complex enterprise environment.