Service Delivery and Support Manager

About AirportLabs

AirportLabs provides a complete suite of products that help airports, airlines, and ground handlers improve operational efficiency and deliver better passenger experiences.

Our products are used across 100+ airports worldwide, including major international hubs such as Dubai and Chicago. Our customers operate 24/7 in high-stakes environments where system downtime has direct operational impact - delayed flights, misallocated gates, and broken passenger flows. We build software for operationally critical environments where reliability, efficiency, and fast resolution matter.

We are a product company that values ownership, transparency, collaboration, autonomy and quality.

About the role

We are looking for a Service Delivery and Support Manager to lead the next stage of our support operation.

Our goal is to build a scalable support model where AI handles an increasing share of repetitive and well-understood work, while people focus on complex issues, incidents, escalations and situations that require judgement and customer context.

You will lead this model across our 10 SaaS products and manage two Leads:

• Lead AI Operations and Knowledge - responsible for AI-enabled support, knowledge management, automation and operational analytics.
• Lead Support and Escalation - responsible for T2+ support, complex incidents and customer escalations.

You will own the performance of the overall operation: improving automation, maintaining service quality, developing the support organisation and making sure the right issues reach the right people at the right time.

This is an AI-focused operations role, not an AI engineering role. You do not need to build the AI yourself, but you should be comfortable using, governing, and improving AI-enabled operations.

Key information

• Income: £3,000–£4,500 gross/month, depending on experience and role fit
• Additional compensation: yearly profit share + performance and behaviour-based bonuses
• Work model: Remote or hybrid / in-office
• Location: Cluj-Napoca, Romania
• Contract: PFA or SRL with our UK entity
• Paid holidays

Responsibilities

• Lead the AI-human support model: define what should be automated, what requires human intervention, and how issues move between the two. Monitor AI quality, automation coverage and service performance.
• Own support operations: oversee T2+ support, complex escalations and incident coordination, ensuring strong SLA and CSAT performance across our products.
• Build the continuous improvement loop: turn support data, recurring issues and human resolutions into improvements to processes, knowledge and automation. Our initial target is 50–60% combined T0/T1 deflection and automation across suitable support volume.
• Own knowledge and customer information: ensure support knowledge is accurate, current and accessible, including customer-specific configuration information and AI-generated knowledge.
• Drive operational efficiency: use data, analytics and process improvement to identify bottlenecks, reduce unnecessary escalations and help the operation scale through better systems rather than simply adding headcount.
• Work cross-functionally: partner with Technology, Product, PMO, Customer Success, Security and SRE to resolve incidents, improve the customer experience and turn support insights into wider product and operational improvements.

What success looks like

In your first 12 months, you will help establish an operation where:

• AI and human support have clear ownership and handoff points;
• automation increases without compromising service quality;
• recurring issues are systematically identified and addressed;
• support performance is measured through reliable operational data;
• both Leads have clear ownership and are developing as strong leaders.

Qualifications & Skills

Must have

• 5+ years of experience in service delivery, support management, customer operations or a similar role.
• At least 2 years of people-management experience, ideally in SaaS or technology.
• Strong understanding of tiered support, SLA and incident management.
• Experience using AI-enabled tools to improve support or operational processes.
• Strong data-driven approach to operational decision-making.
• Experience with knowledge management and continuous process improvement.
• Experience managing complex escalations and coordinating across teams.
• Strong leadership and coaching skills, with the ability to develop experienced Leads without micromanaging.
• Excellent English communication.
• Fluent Romanian, required for internal collaboration.
• Bachelor's degree or equivalent professional experience.

Nice to have

• Experience with AI-powered support tools such as chatbots, auto-triage, AI-assisted responses or automated knowledge management.
• ITIL or similar service management experience in a modern SaaS environment.
• Experience with distributed or follow-the-sun support models.
• Familiarity with observability and incident-management tools such as Datadog, PagerDuty or Grafana.
• Experience in aviation, airports, airlines, ground handling or another operationally critical industry.

Our recruitment process

We use a three-step process:

1. Questionnaire

A short questionnaire covering support operations, AI-enabled operations and structured thinking.

2. Interview

A discussion around your experience, leadership approach and how you think about AI-enabled support and human judgement.

3. Practical exercise

A realistic support operations scenario. You will have 4 working days to analyse the information, propose improvements and respond to an operational situation, followed by a presentation and discussion.

Career development

AirportLabs is a product company with opportunities to develop across Operations, Product, Programme Management and Customer Success.

Depending on your experience and interests, potential future directions may include

Head of Operations, Product Management, Programme Management or broader operational leadership roles.

We are a values-driven company and expect our colleagues to uphold our values of Assertiveness, Efficiency, Grit, Initiative, Kindness & Collaboration, Knowledge Transfer, Openness, Ownership, Responsibility & Accountability, Predictability, Psychological Safety and Transparency.