Head of IT Product Support

Job Description

Joining Culina Group as the Head of IT Product Support you will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company.

Product Support

• Develop and implement a comprehensive support strategy aligned with business goals and customer needs.
• Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products.
• Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution.
• Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly.

Service Level Agreements (SLAs)

• Define and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met.
• Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.

Incident Management

• Lead the investigation and resolution of product-related incidents and outages, working closely with cross-functional teams to minimize downtime and restore services quickly.
• Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence.
• Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels.

Team Management

• Lead and manage a team of product support specialists, providing coaching, mentoring, and performance management.
• Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery.
• Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members.

Communication and Coordination

• Serve as a liaison between business users, development teams, infrastructure teams, and external vendors.
• Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams.
• Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders.

Continuous Improvement

• Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness.
• Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed.

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