Delivery Manager (Support) - Integration platform

Were looking for a Support Delivery Manager responsible for overseeing the end-to-end support, maintenance, and delivery of our enterprise integration platforms. This individual will lead a team of support engineers and support leads, ensuring the all platform's stability, performance, and availability. The ideal candidate is a strategic thinker with a strong technical background in integration technologies, excellent leadership skills, and a passion for customer service and continuous improvement. This role requires a hands-on leader who can balance technical expertise with effective team management and stakeholder communication.

Key Responsibilities:

1. Leadership & Team Management:

• Lead, mentor, and manage a team of integration support engineers and leads, fostering a culture of collaboration, accountability, and professional growth.
• Define team goals, key performance indicators (KPIs), and service level agreements (SLAs), and ensure the team meets or exceeds them.
• Conduct regular performance reviews, provide constructive feedback, and identify training and development opportunities for team members.
• Manage team schedules, on-call rotations, and resource allocation to ensure 24/7/365 coverage for critical systems.
• Drive a continuous improvement mindset within the team, encouraging proactive problem-solving and root cause analysis.

2. Platform Support & Operations:

• Act as the primary point of escalation for complex technical issues related to the integration platforms (e.g., Azure Integration Services, SAP BTP IS, EDI, SFTP, Solace etc.).
• Oversee the incident, problem, and change management processes for the integration platforms, ensuring timely resolution and clear communication.
• Ensure all integration services are monitored effectively and proactively identify and address potential performance bottlenecks or stability risks.
• Develop and maintain a robust knowledge base, runbooks, and standard operating procedures (SOPs) for the support team.
• Manage the platform's health, including patching, upgrades, and capacity planning, in collaboration with the engineering and infrastructure teams.

3. Stakeholder & Delivery Management:

• Serve as the key liaison between the integration support team and other IT and business units (e.g., Integration Delivery, Integration Architectures, Product management, business analysts).
• Provide regular updates on platform performance, incident trends, and support delivery metrics to senior management and key stakeholders.
• Collaborate with project teams to ensure new integrations are designed for supportability and a smooth transition to production.
• Manage the delivery of support-related projects and initiatives, such as platform upgrades, automation projects, or new monitoring tool implementations.
• Effectively communicate technical information to both technical and non-technical audiences.

4. Strategic & Process Improvement:

• Analyze support trends and recurring issues to identify root causes and drive long-term solutions.
• Champion the adoption of best practices in ITIL, DevOps, and SRE (Site Reliability Engineering) to improve the efficiency and effectiveness of the support team.
• Evaluate and recommend new tools and technologies to enhance the platform's supportability, monitoring, and automation capabilities.
• Develop and implement a strategy for platform resilience, disaster recovery, and business continuity.

Preferred candidate profile

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 15+ years of experience in IT, with at least 5 years in a technical leadership or management role, specifically within integration or middleware support.
• Proven experience supporting and maintaining enterprise integration platforms such as Azure Integration Services, SAP PO, SAP BTP, Solace, Boomi or similar technologies.
• Strong technical understanding of integration patterns, protocols, and technologies (e.g., REST, SOAP, JSON, XML, JMS, SFTP).
• Experience with cloud platforms (Azure, AWS) and related integration services.
• Familiarity with IT Service Management (ITSM) frameworks, particularly ITIL.
• Demonstrated experience in incident, problem, and change management processes.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced, high-pressure environment.

Preferred Skills:

• ITIL or other relevant certifications.
• Experience with SRE principles and practices.
• Experience with monitoring and logging tools (e.g., Splunk, Dynatrace, Datadog, ELK Stack).

Previous experience in a global support organization.