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- Tasks: Lead and develop global support teams, ensuring top-quality service across multiple time zones.
- Company: Join a forward-thinking company committed to diversity and operational excellence.
- Benefits: Enjoy flexible working, generous holiday allowance, and access to online learning platforms.
- Why this job: Make a real impact by driving support strategy and enhancing customer experience.
- Qualifications: Experience in global support management and strong communication skills required.
- Other info: We encourage applicants who meet 60% of the criteria to apply!
The predicted salary is between 43200 - 72000 £ per year.
We are hiring a Global Support Manager to be a strategic senior manager/leader with experience developing global support teams. They will have overall responsibility for 1st, 2nd and 3rd line support, as well as Incident Management. This is a new role.
We are looking for someone who can input and drive the support strategy, as part of developing and delivering a 24/7 global support model across multiple time zones and languages. We want to retain the key practices and culture we've developed in the teams whilst progressing towards operational excellence which will require a careful balanced approach.
We're looking for an experienced individual for this dynamic and evolving role, who has a continuous improvement mindset, strong attention to detail, and high standards. You should have an inquisitive mindset and the drive to take ownership of the team, ensuring top-quality support is delivered consistently to customers.
Some of your responsibilities will include:
- Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs).
- Developing a new target operating model for support and owning the implementation, measurement and continual improvement of the model.
- Managing, developing, and training the support teams, in line with the new operating model.
- Owning and evolving the coverage patterns/rotas to ensure the right levels of coverage, skills and personnel across time zones and regions.
- Leading globalisation of service desk, and driving operational excellence through scalability.
- Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency.
- Ensuring all processes are thoroughly documented, consistently audited, and regularly improved.
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
- Leading the strategic relationships with 3rd parties, such as outsourced suppliers.
- Creating management information reports, developing KPIs and managing departments budget, liaising with both internal and external stakeholders.
- Facilitating customer workshops and pre-sales opportunities/RFPs relating to support.
Requirements:
You will need to bring:
- Experience in a similar role, managing and building global support capabilities.
- A good technical understanding of information technology.
- Proven ability to communicate with stakeholders at all levels.
- Proven ability to simplify complex information and report on this to a non-technical audience.
- Strong understanding of ITIL.
We'd like it if you could bring:
- An ITIL qualification.
Benefits:
- Flexible working - To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working.
- Holidays - We operate a flexible holiday allowance scheme, recommending employees take around 25-30 days holiday plus public bank holidays per year.
- A flexible pension - We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner.
- Company sick pay - We offer peace of mind when you are ill with an enhanced Company Sick Pay policy.
- Family benefits - We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave.
- Electric Car salary sacrifice scheme - An easy to manage and affordable way of leasing a zero-emission electric vehicle.
- Online learning platform - We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
- Financial, physical and wellbeing support - To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme.
- Access to a discount platform - Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations.
- Professional subscriptions - We offer reimbursement for professional subscriptions to a relevant institution if it's required to perform your job role.
- Charity giving - Support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay.
- Cycle to work scheme - Make the most of this tax efficient scheme to improve your commute to work.
- Rewarding long service - We provide gifts to our employees who achieve milestone years of service working as part of our team.
If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway!
Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.
Global Support Manager in Birmingham employer: Flooid
Contact Detail:
Flooid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Support Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for a Global Support Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its support strategy. Understand their current challenges and think about how you can contribute to their operational excellence. This will show them you're not just another candidate, but someone who’s genuinely interested in making a difference.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've developed global support teams or improved service quality in previous roles. This will help you stand out and demonstrate your experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Global Support Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in developing global support teams. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Mindset: We’re looking for someone with a continuous improvement mindset. In your application, share examples of how you've driven operational excellence or improved processes in previous roles. This will help us see your proactive approach!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to explain your experience and avoid jargon. Remember, we want to understand your journey without getting lost in complex terms!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Flooid
✨Know Your Support Strategy
Before the interview, dive deep into the company's current support strategy. Understand their 1st, 2nd, and 3rd line support processes, and think about how you can contribute to developing a new target operating model. Be ready to discuss your ideas on operational excellence and how you can help drive improvements.
✨Showcase Your Leadership Skills
As a Global Support Manager, you'll need to manage and develop teams across multiple time zones. Prepare examples of how you've successfully led teams in the past, focusing on training, development, and maintaining high standards. Highlight your experience in fostering a positive team culture while pushing for continuous improvement.
✨Communicate Clearly with Stakeholders
You’ll be liaising with various stakeholders, so practice simplifying complex information for a non-technical audience. Think of specific instances where you've effectively communicated with different levels of stakeholders and how that led to successful outcomes. This will demonstrate your ability to bridge the gap between technical and non-technical teams.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle incidents. Think through potential challenges you might face in this role and how you would address them. Being able to articulate your thought process will show your inquisitive mindset and ownership of the support function.
