Oversee the day-to-day operations of the technical support/service desk team
Ensure consistent SLA performance, monitoring response and resolution times across support queues
Implement and maintain service management processes aligned with ITIL best practices
Manage incident, problem, and escalation processes to ensure timely resolution
Continuously review and improve support workflows and operational processes
Lead, mentor, and develop the support team
Manage staffing levels, performance, and professional development
Establish clear KPIs and performance metrics for the support function
Act as the primary service delivery contact for key customers
Conduct regular service review meetings with customers, presenting key service metrics and performance reports
Manage customer escalations and ensure effective resolution and communication
Build strong relationships with internal teams including engineering, product, delivery, and account management
Work closely with Solution Delivery team to ensure effective transition of issues identified during onboarding or deployment
Collaborate with Product Engineering to ensure proper logging, prioritization, and tracking of repeat issues, bugs, and customer complaints through to resolution
Facilitate feedback loops between support, product, and delivery teams to improve product quality and customer experience
Monitor and report on service KPIs, including SLA adherence, incident volumes, resolution times, and customer satisfaction metrics
Produce and present service reports and dashboards to internal stakeholders and customers
Identify trends, risks, and improvement opportunities
Drive service improvement initiatives to enhance efficiency, automation, and customer experience
Requirements
Proven experience in a Service Delivery Manager, Head of Support, or Service Operations role
Strong background managing technical support or service desk teams
Experience working within ITIL-based service management frameworks
Demonstrated experience managing SLAs and service performance metrics
Experience presenting service performance reports to customers or senior stakeholders
Experience working cross-functionally with engineering, product, and delivery teams to resolve service issues and improve product quality
Strong leadership, people management, and coaching skills
Excellent communication and stakeholder management abilities
Desirable: ITIL certification (Foundation or above)
Experience with enterprise ITSM tools (e.g., ServiceNow, Zendesk, Ivanti Neurons)
Experience managing enterprise customer support environments
Experience implementing service improvement or operational transformation initiatives
Tech Stack
ITSM
ServiceNow
Benefits
Competitive salary
Fully remote with working from home expenses
Flexible working hours
Twenty-five days annual leave (in addition to public holidays)