Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead global support transformation for a cutting-edge fintech platform.
- Company: Innovative fintech company revolutionising core and digital banking solutions.
- Benefits: High visibility, direct impact on customer trust, and shaping future support operations.
- Why this job: Own a mission-critical function and drive operational excellence in a cloud-first environment.
- Qualifications: 10+ years in technical customer support leadership, ideally in banking or fintech.
- Other info: Opportunity to influence executive decisions and work with global teams.
The predicted salary is between 72000 - 108000 £ per year.
This is a global leadership role at the heart of a cloud-enabled banking platform, where customer trust, platform resilience, and operational excellence directly impact revenue, reputation, and long-term growth.
As Global Director, Technical Customer Support, you will own the evolution of a worldwide support organization supporting mission-critical core and digital banking platforms. Your mandate is not just to run support, but to transform how support operates in a SaaS-first, always-on banking environment.
This role is ideal for a senior leader who wants enterprise-scale influence, visibility at executive level, and ownership of one of the most critical functions in a modern fintech.
The Opportunity: Our client is a global fintech innovator delivering core and digital banking solutions to banks across multiple regions. As the platform footprint and SaaS adoption continue to scale, the Support function is being repositioned as a strategic capability, not a reactive one. You will lead this shift — redefining operating models, strengthening governance, and ensuring customers experience reliability, transparency, and confidence at scale.
What You Will Own:
- Global ownership of incident, problem, and escalation management across enterprise banking customers
- Leadership of the transition to a cloud-first, SaaS-aligned support model, including tooling, processes, and engagement frameworks
- Executive-level communication and ownership during critical platform events, acting as the senior escalation authority
- Operational governance covering SLAs, regulatory compliance, security, and data-privacy requirements
- Build, scale, and lead a high-performing global support organisation, including strategic expansion of the Lisbon hub
- Oversight of implementation-to-support transitions, ensuring Day-2 readiness and knowledge continuity
- Deep collaboration with Product, Engineering, IT, and Services to improve root-cause resolution and platform stability
- Introduction of automation, AI, and proactive monitoring to reduce incident volume and resolution time
- Continuous improvement of global support standards, metrics, and customer experience
- Representation of Support in senior leadership forums, influencing roadmap and investment decisions
What Makes You a Strong Fit:
- 10+ years in senior technical customer support or service leadership roles, ideally within banking or financial technology
- Proven experience leading global, distributed teams in complex, regulated environments
- Strong understanding of on-premise and SaaS/cloud support operating models
- Demonstrated success driving operational transformation, not just steady-state operations
- Deep experience with incident management, escalation governance, and executive communication
- Ability to operate calmly and decisively in high-urgency, high-visibility situations
- Strong stakeholder management skills across Product, Engineering, and Commercial leadership
- Willingness to work across time zones and travel occasionally
Relevant Technology & Industry Exposure:
- Experience supporting platforms or services from vendors such as: Temenos, Mambu, Backbase, nCino, SAP Fioneer, FIS, Finastra, Oracle Banking, Avaloq, TCS BaNCS, Thought Machine, Infosys Finacle, Q2, Sopra Banking Software, Intellect Design Arena, Tuum, 10x Banking, Fiserv, or similar enterprise banking platforms.
Why Join:
- Global ownership of a mission-critical function within a leading fintech
- Direct impact on platform reliability, customer trust, and SaaS scalability
- High visibility with executive leadership
- Opportunity to shape how enterprise banking support operates in a cloud-first world
Application Details:
Only shortlisted candidates will be contacted. Applications without a detailed CV or without meeting the core requirements will not be considered. If you do not hear from us within 15 days, your profile will be retained for future opportunities.
Global Director, Technical Customer Support in City of London employer: ANKH Executive
Contact Detail:
ANKH Executive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Director, Technical Customer Support in City of London
✨Tip Number 1
Network like a pro! Reach out to connections in the fintech space, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s products and services. Understand their cloud and SaaS offerings inside out, so you can showcase how your experience aligns with their needs during the conversation.
✨Tip Number 3
Don’t just wait for job postings! Be proactive and reach out directly to hiring managers or teams you want to join. Express your interest and share how you can add value to their global support transformation efforts.
✨Tip Number 4
Keep an eye on our website for openings that match your skills. Applying through us not only streamlines the process but also shows your genuine interest in being part of our innovative team!
We think you need these skills to ace Global Director, Technical Customer Support in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Global Director, Technical Customer Support. Highlight your experience in technical customer support and any leadership roles you've held in fintech or banking. We want to see how your background aligns with our mission!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you’ve driven operational transformation or improved customer experiences in previous roles. This will help us see the impact you can bring to our team.
Be Clear and Concise: When writing your application, clarity is key. Use straightforward language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to understand your qualifications and motivations.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people. Don’t miss out on this opportunity!
How to prepare for a job interview at ANKH Executive
✨Know Your Stuff
Make sure you have a solid understanding of SaaS and cloud support models, especially in the context of banking. Brush up on your knowledge of incident management and escalation processes, as these will be crucial topics during your interview.
✨Showcase Leadership Experience
Prepare to discuss your previous leadership roles, particularly how you've transformed support operations in complex environments. Be ready with specific examples that highlight your ability to lead global teams and drive operational change.
✨Communicate Clearly
Since this role involves executive-level communication, practice articulating your thoughts clearly and confidently. Think about how you would explain complex technical issues to non-technical stakeholders, as this will demonstrate your ability to bridge gaps between teams.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills in high-pressure situations. Prepare examples from your past where you successfully managed incidents or escalations, focusing on your decision-making process and outcomes.
