At a Glance
- Tasks: Lead and manage SaaS support services, ensuring high-quality client-focused solutions.
- Company: Join Echo Managed Services, part of a leading utility support organisation.
- Benefits: Enjoy family-friendly leave, health perks, and professional development opportunities.
- Other info: Diverse and inclusive workplace with excellent career growth potential.
- Why this job: Make a real impact in the water industry while advancing your career globally.
- Qualifications: Proven leadership in service delivery, ITIL experience, and strong communication skills.
The predicted salary is between 75000 - 75000 £ per year.
This is a fantastic opportunity to contribute to one of the water industry's most critical challenges while developing your expertise across data, network operations, and strategic resolution planning. Echo Managed Services is part of the South Staffordshire Group – a 3,000-strong organisation behind South Staffs Water, Cambridge Water, and several leading utility support businesses – offering long-term development and career progression.
We are seeking an experienced and dynamic Head of Service to lead and evolve our client support function within a fast-paced SaaS environment. Reporting to the Software Services Director, you will take ownership of delivering high-quality, client-focused support services while driving continuous improvement, operational excellence, and commercial success. This is a senior leadership role with global reach, supporting clients across the UK and Australia, with future expansion into the USA.
Role- Lead and manage the delivery of Support Services across our SaaS solutions and client environments
- Ensure timely response and resolution of incidents, maintaining high service quality standards
- Drive client satisfaction, engagement, and adoption of system features and processes
- Oversee the release of solution packages, patches, and associated documentation
- Develop and implement global support service methodologies, frameworks, and best practices
- Manage performance against Service Level Agreements (SLAs)
- Contribute to client retention, revenue growth, and profitability targets
- Lead and develop a high-performing, globally aligned support team, fostering a culture of collaboration and continuous improvement
- Act as a key stakeholder across internal teams and external client organisations
- Proven experience leading software support or service delivery functions
- Strong leadership capability with experience managing and developing high-performing service teams
- ITIL experience or certification is essential
- Experience within a software-based organisation or utilities sector is preferred, but not essential where candidates can demonstrate a strong track record of successfully leading Service Teams
- Excellent stakeholder management and communication skills across global teams
- Strong commercial awareness and strategic thinking ability
- Experience within SaaS environments, ideally with knowledge of Agile, DevOps and SDLC practices
- Demonstrated success in improving service performance and operational efficiency
- Highly organised, proactive, and detail-oriented
- Passion for continuous improvement and adopting best practice frameworks
- Degree (or equivalent) – MBA desirable
- ITIL certification (or demonstrable ITIL experience) essential
- Project management qualifications (Prince2, PMBoK, AgilePM) beneficial
- Family-Friendly Leave Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
- Financial & Life Assurance Company Pension Scheme with salary sacrifice.
- Health & Wellbeing Employee Assistance Programme and 24/7 Virtual GP access.
- Lifestyle & Perks Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
- Professional Development Hands-on training and ongoing career development opportunities
- Inclusion & Belonging Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more.
- Performance & Recognition Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
We are committed to building a team that reflects the diversity of the communities we serve. We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities. We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.
Global Head of SaaS Service Delivery in Walsall employer: Echo
Echo Managed Services, part of the South Staffordshire Group, is an exceptional employer that prioritises employee growth and well-being. With a strong commitment to professional development, a family-friendly work culture, and a focus on diversity and inclusion, employees can thrive in a supportive environment while tackling critical challenges in the water industry. The hybrid working model allows for flexibility, making it an attractive opportunity for those seeking meaningful and rewarding employment in Walsall.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of SaaS Service Delivery in Walsall
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and service delivery space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their SaaS solutions and think about how your experience aligns with their needs. We want you to shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've led teams to success in previous roles. Highlight your experience with ITIL and any improvements you've driven in service delivery – this is your time to impress!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that dream role together!
We think you need these skills to ace Global Head of SaaS Service Delivery in Walsall
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in leading software support or service delivery functions, and don’t forget to mention any ITIL certifications you have. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about the role and how your background makes you the perfect fit. Be sure to mention your experience in SaaS environments and your strategic thinking abilities.
Showcase Your Leadership Skills:As a senior leadership role, we’re keen to see examples of how you’ve managed and developed high-performing teams. Share specific instances where you’ve driven client satisfaction or improved service performance – we love a good success story!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure you don’t miss out on this fantastic opportunity!
How to prepare for a job interview at Echo
✨Know Your SaaS Inside Out
Make sure you understand the SaaS solutions offered by the company. Familiarise yourself with their features, benefits, and any recent updates. This will help you demonstrate your knowledge during the interview and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led service teams in the past. Highlight your experience in driving client satisfaction and operational excellence. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Understand the Industry Landscape
Research the water industry and the specific challenges it faces. Being able to discuss these issues and how your role can contribute to solutions will set you apart. It shows that you're not just looking for a job, but that you're invested in making a difference.
✨Prepare Questions for Them
Have a list of thoughtful questions ready to ask at the end of the interview. This could include inquiries about their support methodologies or how they measure success in service delivery. It demonstrates your enthusiasm and helps you assess if the company is the right fit for you.
