Delivery and Support Director at DeoniX — NeverHard

DeoniX is a regional IT distributor and technology partner focused on enterprise software solutions, including data management, analytics, infrastructure, cloud, virtualization and related professional services. The company works with enterprise and government customers across Central Asia, the Caucasus and Ukraine and provides software licensing, presales, implementation and technical support services for strategic vendor solutions. The Delivery and Support Director will lead the company’s implementation and technical support functions and ensure that all customer projects and support contracts are delivered with high quality, predictable execution, controlled costs and positive profitability. Responsibilities: Professional Services / Implementation Lead the implementation team, including project managers, business/system analysts and engineers. Ensure that all implementation projects have clear scope, timeline, resource plan, cost baseline and acceptance criteria. Monitor project delivery status, risks, issues, budget consumption and customer satisfaction. Control project profitability through planned vs actual cost tracking. Introduce and manage project P&L discipline across implementation projects. Ensure timely escalation of risks, scope changes, resource conflicts and customer issues. Establish a disciplined change request process to prevent uncontrolled scope creep. Ensure high-quality project handover from presales/sales to delivery. Standardize implementation methodology, documentation and project governance. Technical Support Lead the technical support function for customers with active support contracts. Ensure SLA compliance across support contracts. Track ticket volume, ticket aging, response time, resolution time and escalation status. Build and maintain a structured support process, including L1/L2 support, vendor escalation and customer communication. Monitor support cost and profitability by customer and by contract. Build knowledge base, reusable troubleshooting guides and internal support documentation. Ensure customer issues are resolved professionally and escalated in a timely manner when needed. Support customer retention and contract renewal by maintaining high service quality. 3. Resource and cost management Own resource planning for implementation and support teams. Track utilization of project managers, analysts and engineers. Balance project delivery, support obligations and internal technical workload. Ensure transparent time tracking and cost allocation across projects and support contracts. Identify resource bottlenecks and propose hiring, outsourcing or reallocation decisions. Maintain a monthly delivery and support dashboard for CEO review. Cross-functional collaboration Work closely with Sales and Presales to validate project scope, implementation estimates, technical risks and delivery assumptions. Participate in deal review where project delivery or support obligations are material. Support presales with delivery input where needed, while maintaining clear accountability for implementation feasibility and margin. Coordinate with vendor teams on technical escalations, implementation issues and support cases. Work in a matrix structure where direct communication between Sales, Presales, Project Managers, Delivery and Support is encouraged, while accountability remains clearly assigned. Team leadership Manage, coach and develop project managers, analysts, engineers and support specialists. Build a culture of ownership, discipline, customer focus and profitability. Set clear goals and performance expectations for team members. Identify skill gaps and organize training, certification and knowledge sharing. Maintain team morale and continuity during organizational change. Ensure succession planning and reduce dependency on individual experts. Required experience 7+ years of experience in IT services, enterprise software implementation, professional services, technical support or delivery management. 3+ years in a leadership role managing implementation, support, project delivery or professional services teams. Experience with enterprise customers, preferably banks, telecom, government, national companies or large private sector organizations. Strong understanding of project delivery economics: scope, effort estimation, cost control, margin, utilization and change requests. Experience managing support contracts, SLA obligations, ticket escalation and customer communication. Experience working with software vendors and enterprise technology partners. Experience managing cross-functional interaction between sales, presales, implementation and support teams. Experience with data management, analytics, integration, infrastructure, cloud, virtualization or enterprise platforms is a strong advantage.