Overview
Lead the support function responsible for delivering a reliable, high-quality service to global clients. Play a central role in the post-implementation experience, ensuring support services are responsive and well-managed. Work closely with clients, internal teams, and leadership to strengthen service delivery and improve processes. Develop a team that consistently performs at a high level. Make decisions that influence client satisfaction and long-term success.
Responsibilities
- Lead the support function responsible for delivering a reliable, high-quality service to global clients.
- Play a central role in the post-implementation experience, ensuring support services are responsive and well-managed.
- Work closely with clients, internal teams, and leadership to strengthen service delivery and improve processes.
- Develop a team that consistently performs at a high level.
- Make decisions that influence client satisfaction and long-term success.
Qualifications
- Strong experience in a customer-facing software support environment, including leadership responsibility
- Proven ability to manage and develop teams in a fast-paced, high-pressure environment
- Experience working with demanding or high-profile clients
- Excellent communication skills, including presenting to a range of audiences
- Strong problem-solving skills with a practical and considered approach
- Comfortable working with complex software products and technical environments
- Strong SQL skills and familiarity with Microsoft SQL Server tools
- Ability to prioritize and resolve issues within defined service levels
- A leadership approach that motivates, supports, and develops individuals
- Understanding of ITIL principles and service management practices