Key skills
ITSMServiceNowLeadershipStakeholder ManagementCommunicationAccount Management
About this role
Role Overview
- 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)
- Pension
- Private health care which includes family members
- Death in service (three times annual salary)
- Training support
- Regular company meetups