Production Support Manager / Director

Job description

Role Production Support Manager

Location Mississauga, ON (Hybrid)

Fulltime

Key Responsibilities

• Serve as executive client leader for strategic relationships, governance, escalations, and QBRs
• Own end-to-end SaaS application production support and operations
• Own the design, evolution, and optimization of the end-to-end support operating model
• Define and continuously refine team structures across Operators, L0, L1, L2
• Drive decisions on onsite vs offshore delivery mix, scalability models, and cost efficiency
• Manage budgets including run cost, headcount planning, and tooling investments
• Drive margin improvement through automation, productivity, and delivery optimization
• Lead governance, audit, risk management, and regulatory compliance with full accountability for outcomes
• Own and execute a multi-year service transformation roadmap
• Drive platform modernization and architecture simplification in partnership with engineering
• Lead AI/AIOps and automation strategy including self-service and knowledge management
• Define measurable transformation outcomes including automation coverage, ticket deflection, and shift-left adoption
• Lead cross-functional delivery across Product, Cloud, Infra, Security, DevOps, and offshore teams
• Actively contribute to RFPs, deal shaping, and managed services solutioning
• Support new logo pursuits and drive expansion within existing client accounts
• Build leadership bench strength and own succession planning for critical roles
• Develop retention strategies to mitigate attrition risk across delivery teams
• Drive a culture of accountability, performance rigor, and continuous improvement
• Own executive reporting narrative, linking service performance to business outcomes

KPIs

• Client CSAT, executive stakeholder satisfaction, and account growth
• SLA performance, service availability, and resilience of critical platforms
• MTTR reduction, incident volume reduction, and major incident avoidance
• P&L performance including cost optimization and margin improvement
• Automation coverage and measurable reduction in manual effort
• Ticket deflection rate through self-service and knowledge management
• Shift-left maturity and reduction in L2/L3 dependency
• Transformation delivery against multi-year roadmap milestones
• Revenue support including renewals, expansion, and new business contribution
• Risk posture including audit outcomes, compliance, and control effectiveness
• Employee engagement, attrition rates, and leadership bench strength
• Delivery productivity and operational efficiency improvements
• Quality and effectiveness of executive reporting and service narrative