Senior Manager – Customer Support

VitalHub Corp.

Senior Manager managing global, multi-product L1–L3 support operations with a focus on customer satisfaction and compliance. Leading initiatives to improve service quality and operational reliability.

Posted 6/14/2026full-timeColombo • 🇱🇰 Sri LankaSeniorWebsite

About the role

Key responsibilities & impact

Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
Drive ITIL-aligned incident, problem, and change management practices
Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
Promote accountability, continuous improvement, and customer-centricity across the support function

Requirements

What you’ll need

12+ years of experience, with 5+ years in senior customer/application support leadership
Experience supporting global enterprise customers, preferably across North America, UK, and similar regions
Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations
Strong communication and stakeholder management skills, including global client engagement
Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness
Nice to Have: Healthcare, EHR, clinical systems, or other business-critical support experience
Post-acquisition or multi-product environment experience
Experience with automation, self-service, or AI-enabled support initiatives
ITIL certification or equivalent service management certification

Benefits

Comp & perks

Hybrid work environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILSLA managementKPI managementescalation managementcapacity planningresource allocationincident managementproblem managementchange managementautomation

Soft Skills

customer experienceservice qualitycommunicationstakeholder managementglobal client engagementaccountabilitycontinuous improvementcustomer-centricity

Certifications

ITIL certificationservice management certification