IS Support Manager

We are looking for a pragmatic, service-oriented, and collaborative IS Support Manager to join our IS team. This role is ideal for someone who enjoys building modern, efficient support organisationscapable of scaling with rapid growth while maintaining high service quality and strong user satisfaction. You will play a central role in defining and implementing a global support framework covering multiple time zones (Europe, US, and Asia), establishing clear tiered support models, and driving continuous improvement across tools, processes, and people. In parallel, you will lead and grow a distributed support team, embed a culture of service excellence, and act as a key driver of organisational change across Information Systems. Key Responsibilities Support Operating Model & Framework Design, implement, and continuously improve a global IS support framework, including tiered support model (L0/1/L2/L3/L4), escalation paths, ownership, and handover processes. Service Strategy & Prioritisation Define service scope, intake, prioritisation rules, and support engagement models aligned with business criticality and system risk. SLA & Performance Management Define, implement, and monitor SLAs and KPIs; ensure consistent tracking, reporting, and improvement of service performance. Global Team Leadership Build, lead, and develop distributed support teams across Europe, US, and Asia time zones, ensuring coverage, capability, and knowledge continuity. Incident, Problem & Request Management Oversee major incident management, root cause analysis, problem management, and structured handling of service requests and changes. Knowledge Management Establish and maintain knowledge base standards, documentation practices, and self-service enablement. Tooling & Automation Collaborate with IS architecture to ensure service management tools, workflows, and automation to increase efficiency and reduce manual effort. Application Landscape Familiarity Act as a key support partner for enterprise platforms (e.g., Workday, Salesforce, and other core IS systems). Vendor & Partner Coordination Manage and align external support partners with internal standards, SLAs, and operating model. Skills and Experience Service Management Fundamentals Strong understanding of ITIL or similar service management frameworks, including incident, problem, change, and request management. Operating Model Design Proven experience designing and running tiered support models and global support organisations. Level 0 and 4 experience is a plus SLA-Driven Delivery Demonstrated experience defining, implementing, and improving SLAs and service KPIs in fast growing environments. Leadership Proven ability to drive organisational change while building structure, discipline, and engagement. Experience recruiting, mentoring, and developing support teams across multiple geographies and cultures. Communication Clear, structured communicator able to engage technical teams, business stakeholders, and executives. Tools & Practices Experience with service management tools, ticketing systems, knowledge bases, and reporting dashboards. Delivery Experience 8+ years of experience in IS/IT support, service management, or operations, with at least part of that in a leadership or managerial capacity. Language English mandatory; French nice to have. Profile Structured, pragmatic, resilient, and service-minded, with the ability to combine strategic thinking and hands-on execution.