Support Delivery Manager

About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, United Kingdom

Overview

GitHub is the home for all developers. GitHub keeps growing, and so the Support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for a Support Delivery Manager who will be responsible for the oversight and performance of a distributed Delivery Partner workforce answering customer support requests, triaging escalations, and improving our internal knowledge base and processes.

The position reports to a Support Manager and works closely with other teams and leaders across the company.

GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require occasional travel to meet with co-workers.

Responsibilities

Support Delivery Managers (SDM) own the operational aspects of Delivery Partner (DP) driven support for Customer Success. The role will also encompass driving the continuous improvement plan to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives/projects. They act as a point of contact for the Delivery Partner to GitHub.

The ideal candidate must have a strong customer mindset, service delivery management experience and have a passion for driving Delivery Partner performance to high, defined standards. They must be able to drive issue resolution with outsourced Delivery Partners and manage high priority escalations, as appropriate. This person will act as delivery oversight for Delivery Partners and will drive strategies for improved issue handling consistency and efficiency.

Delivery Oversight for Delivery Partners:

• Drive issue resolution, reduce customer effort, improve cost efficiency, and ensure policy adherence
• Address tool issues, policy clarifications, and other similar requests
• Drive consistency and best practice sharing across sites
• Ensure Delivery Partner adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management
• Engage internal stakeholders regarding release management plans and work with Managers to ensure operational readiness of delivery partner staff success measures
• Conduct quality control reviews, support ticket analysis, and vendor SLA adherence
• Foster close working relationships with Delivery Partners and provide constructive feedback when required

Qualifications

Required Qualifications:

• 3+ years experience in program management, product management, project management, customer success, or a related field

  • OR Bachelor's Degree in a related field AND 1+ year(s) experience in program management, product management, project management, customer success, or a related field
  • OR equivalent experience

Preferred Qualifications:

• Experience working on a globally distributed team
• Experience in handling high technical support volume or in a delivery management role within a large enterprise organization
• Stellar written and oral communication skills
• Excellent problem solving skills
• Enthusiasm for working directly with Delivery Partners
• Passionate about creating and fostering good Customer Success practices
• Strong empathy for GitHub users and GitHub Customer Success

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

Equal Employment Opportunity

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!