Senior Support Planning Manager
Location: Dublin, Ireland (Hybrid/ Homebased)
Travel: Around 20% travel per year
Position Summary:
The Senior Support Planning Manager (SPM) is a key player in taking Global Technical Support (GTS) readiness to the next level with every product launch and update. Serving as the connector between development, product management, and support, the SPM energizes the organization by coordinating logistics, streamlining communications, and driving enablement to ensure every team is well-prepared—often exceeding expectations.
The SPM drives the entire support readiness journey—seamlessly facilitating knowledge sharing from Development, ensuring Support Engineers are fully equipped with the training, tools, and insights to confidently tackle new releases, actively prioritizing key bug fixes and product improvements. By staying ahead of emerging support trends and strengthening feedback loops with Product Management and Development, the SPM fosters proactive issue resolution while strategically connecting and empowering support teams across all stages of the application lifecycle. This pivotal role not only bridges critical functions, but also fuels exceptional customer experiences and cultivates a culture of support excellence that energizes the entire organization.
Responsibilities:
* Lead and coordinate comprehensive support readiness planning for cloud product releases, ensuring all milestones, deliverables, and timelines are met.
* Collaborate across technical and product teams to guarantee timely delivery of training resources and documentation for new features
* Collaborate with Global Technical Leads and Support Managers to identify skill gaps and ensure effective training and onboarding for L1/L2 teams.
* Oversee the development, delivery, and maintenance of readiness materials such as playbooks, checklists, and training resources.
* Monitor and report on readiness progress, addressing any risks or issues by escalating them to leadership as needed.
* Coordinate operational readiness, including meetings, go-live support planning, and alignment with SRE teams for deployment and infrastructure preparedness.
* Monitor post-GA support trends and coordinate feedback loops with GTLs and Product Teams.
* Ensure support teams are equipped to handle early adoption issues and critical escalation.
Qualifications:
* 5+ years of senior management experience in Cloud/SaaS Technical Support, with a proven record in support team leadership, case management, engineering collaboration, mentoring, escalation handling, and task prioritization.
* Strong understanding of Product Management, with exposure to Agile methodologies, participation in Scrum processes, or formal training.
* Demonstrated "user first" mindset and advanced critical thinking skills, with a keen interest in problem solving and awareness of business impact.
* Assertive in voicing concerns and communicating urgency to stakeholders, including Senior Leadership, with a proactive approach.
* Positive, solution-oriented attitude and effective cross-functional collaborative skills.
* Advanced project and program management abilities within Agile environments.
* Skilled at managing multiple priorities and delivering results under tight deadlines.
* Experience with Bentley Systems products would be highly advantageous Experience with ServiceNow, Azure DevOps, PowerBI, Excel, PowerPoint and Word is considered an asset.
What We Offer:
* A great Team and culture – please see our colleague video.
* An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
* An attractive salary and benefits package.
* A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
* A company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.
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