I’m looking for an experienced Head of Support to lead and transform my clients SaaS application support function. This is an exciting opportunity for a customer-focused leader with a passion for operational excellence, data-driven decision making, and building high-performing teams.
You’ll be responsible for delivering an exceptional support experience across a portfolio of cloud-hosted software applications, driving service improvements, and ensuring customers receive a consistently high-quality service. This role is ideal for someone who combines strong people leadership with hands-on expertise in Jira Service Management, Power BI, and ITIL-based service delivery.
Key responsibilities of the role:
- Lead and develop a high-performing SaaS Application Support team, creating a culture of accountability, collaboration and continuous improvement.
- Own the end-to-end support function, ensuring SLAs, KPIs and customer satisfaction targets are consistently achieved.
- Act as the business owner for Jira Service Management, optimising workflows, queues, SLAs, automation, dashboards and reporting to deliver efficient, scalable support processes.
- Use Power BI to develop insightful dashboards and reporting that identify trends, measure performance and support data-driven decision making.
- Drive ITIL-aligned Incident, Problem, Change and Knowledge Management processes, ensuring Root Cause Analysis is completed and preventative improvements are implemented.
- Continually review and improve support processes, documentation and operational governance.
- Build strong relationships with customers through clear communication, proactive service management and effective escalation handling.
- Collaborate with technical and business teams to improve service quality, stability and customer outcomes.
- Significant experience leading SaaS Application Support or Software Support teams.
- Proven experience managing customer-facing support functions within cloud or SaaS environments.
- Advanced knowledge of Jira Service Management, including workflow configuration, automation, SLAs, permissions, queues, reporting and service desk administration.
- Strong experience creating and maintaining operational dashboards and reporting using Power BI.
- Solid understanding of ITIL service management principles and best practice.
- A track record of improving service performance through process optimisation, governance and continuous improvement.
- Strong leadership skills with experience developing, coaching and motivating high-performing teams.
- Excellent stakeholder management, communication and problem-solving skills.
- ITIL certification.
- Experience supporting enterprise software platforms.
- Experience managing multi-product or multi-region support operations.
If you’re passionate about delivering world-class SaaS support, leveraging technology to improve service delivery, and leading teams that make a real impact, I would love to hear from you.
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