At a Glance
- Tasks: Lead and manage client support services in a fast-paced SaaS environment.
- Company: Join Echo Managed Services, part of the South Staffordshire Group.
- Benefits: Enjoy competitive salary, family-friendly leave, 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.
- Qualifications: Proven leadership in software support and strong stakeholder management 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.
Head of Service 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 focus on professional development, a supportive work culture, and comprehensive benefits including family-friendly leave and health support, we empower our team to thrive in a dynamic SaaS environment. Located in Walsall, our hybrid working model fosters flexibility while allowing you to contribute to critical challenges in the water industry on a global scale.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service in Walsall
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their challenges and think about how your experience aligns with their needs. We want you to walk in feeling confident and ready to impress!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've led teams or improved service delivery. We believe that demonstrating your impact can set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Service in Walsall
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service role. Highlight your experience in leading software support and service delivery functions, as well as any relevant ITIL certifications. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your experience in SaaS environments and your strategic thinking abilities.
Showcase Your Leadership Skills:As a senior leadership role, we’re looking for strong leadership capabilities. In your application, share examples of how you've developed high-performing teams and driven client satisfaction. We love seeing real-life success stories!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Echo
✨Know Your Stuff
Make sure you understand the SaaS environment and the specific challenges in the water industry. Brush up on ITIL principles and be ready to discuss how you've led service delivery functions in the past.
✨Showcase Your Leadership Skills
Prepare examples of how you've developed high-performing teams. Think about times when you fostered collaboration and continuous improvement, as this role is all about leading a globally aligned support team.
✨Understand Client Needs
Be ready to talk about how you've driven client satisfaction and engagement in previous roles. Highlight any strategies you've implemented to improve service performance and operational efficiency.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's future plans, especially regarding their expansion into the USA. This shows your strategic thinking ability and genuine interest in the role and the company.
