Production Support Manager / Director

About Us: LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit https://www.ltm.com/ Job description – Role – Production Support Manager Location – Mississauga, ON (Hybrid) Fulltime Key Responsibilities Serve as executive client leader for strategic relationships, governance, escalations, and QBRs Own end-to-end SaaS application production support and operations Own the design, evolution, and optimization of the end-to-end support operating model Define and continuously refine team structures across Operators, L0, L1, L2 Drive decisions on onsite vs offshore delivery mix, scalability models, and cost efficiency Manage budgets including run cost, headcount planning, and tooling investments Drive margin improvement through automation, productivity, and delivery optimization Lead governance, audit, risk management, and regulatory compliance with full accountability for outcomes Own and execute a multi-year service transformation roadmap Drive platform modernization and architecture simplification in partnership with engineering Lead AI/AIOps and automation strategy including self-service and knowledge management Define measurable transformation outcomes including automation coverage, ticket deflection, and shift-left adoption Lead cross-functional delivery across Product, Cloud, Infra, Security, DevOps, and offshore teams Actively contribute to RFPs, deal shaping, and managed services solutioning Support new logo pursuits and drive expansion within existing client accounts Build leadership bench strength and own succession planning for critical roles Develop retention strategies to mitigate attrition risk across delivery teams Drive a culture of accountability, performance rigor, and continuous improvement Own executive reporting narrative, linking service performance to business outcomes KPIs Client CSAT, executive stakeholder satisfaction, and account growth SLA performance, service availability, and resilience of critical platforms MTTR reduction, incident volume reduction, and major incident avoidance P&L performance including cost optimization and margin improvement Automation coverage and measurable reduction in manual effort Ticket deflection rate through self-service and knowledge management Shift-left maturity and reduction in L2/L3 dependency Transformation delivery against multi-year roadmap milestones Revenue support including renewals, expansion, and new business contribution Risk posture including audit outcomes, compliance, and control effectiveness Employee engagement, attrition rates, and leadership bench strength Delivery productivity and operational efficiency improvements Quality and effectiveness of executive reporting and service narrative Benefits/perks listed below may vary depending on the nature of your employment with LTM Canada (“LTMC”): Benefits and Perks: Comprehensive Medical Plan Covering Medical, Dental, Vision Health Care Spending Account Short Term and Long-Term Disability Coverage Life Insurance Annual vacation and other Paid Leaves Maternity Leave Top Up Pay The range displayed on each job posting reflects the minimum and maximum salary target for the position across all Canada locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation. Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting. LTM is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

The role involves owning end-to-end SaaS application production support and designing the overall support operating model. The manager will lead service transformation, AI/AIOps strategies, and manage executive client relationships and P&L performance.

The candidate must have extensive experience in managing complex production support environments and driving operational efficiency through automation. They should be capable of leading cross-functional teams and managing strategic client governance and account growth.

• Comprehensive Medical Plan • Dental Insurance • Vision Insurance • Health Care Spending Account • Short Term Disability Coverage • Long-Term Disability Coverage • Life Insurance • Annual Vacation • Paid Leaves • Maternity Leave Top Up Pay

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Production Support Management
• SaaS Operations
• Service Transformation
• AIOps
• IT Governance
• Budget Management
• Risk Management
• Stakeholder Management
• Incident Management
• P&L Management
• Automation Strategy
• Resource Planning
• Client Relationship Management
• Managed Services Solutioning
• Performance Metrics
• Strategic Planning

• Management & Leadership
• Technology
• Consulting
• Software
• Customer Service & Support

Expérience minimale

10+ ans

Postuler avant le

4 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte