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For Companies At a Glance
- Tasks: Lead platform strategy and enhance customer support operations across multiple regions.
- Company: Dynamic tech company focused on innovation and operational excellence.
- Benefits: Competitive salary, career development opportunities, and a supportive work culture.
- Why this job: Make a real impact by driving platform improvements and enhancing customer experiences.
- Qualifications: Bachelor’s degree and 3+ years in a senior leadership role required.
- Other info: Join a collaborative team with opportunities for growth and innovation.
The predicted salary is between 48000 - 72000 £ per year.
The Regional Support Operations Manager is accountable for platform performance and customer support operations across a designated region, while maintaining a global mindset and alignment with enterprise-wide standards. This role oversees the regional Elite partner program, ensures high-touch, proactive service for strategic customers, and drives operational excellence. The position also owns platform strategy and execution across multiple platforms (X4A, X4C, XI, X4V), serving as a critical bridge between regional execution, global strategy, Product, and Engineering teams.
Key Responsibilities
- Platform Strategy & Innovation
- Own platform strategy and execution across X4A, X4C, XI, and X4V within the region, ensuring alignment with regional needs and global standards.
- Partner closely with Product and Engineering to drive platform improvements, resolve systemic issues, and enhance usability and performance within and across the regions.
- Develop and communicate platform strategy recommendations, ensuring alignment with long-term business goals.
- Lead the development and deployment of self-service capabilities and AI agents to improve efficiency and reduce support volume.
- Continuously evaluate and improve platform KPIs, including performance, adoption, and customer satisfaction taking strategic action to drive improvements and make recommendations to drive sustainable change.
- Operational Leadership
- Own global support KPIs including ticket resolution, CSAT, and SLO adherence.
- Oversee day-to-day support operations, consulting on backlog management and global workflows.
- Drive continuous improvement initiatives across platforms, processes, and support delivery.
- Partnering with Product and Engineering to address platform health, performance, stability and usability concerns.
- Team Leadership & Management
- Build a high-performing, empathetic support culture focused on accountability and customer advocacy.
- Provide coaching, career development, and performance management for regional support and TAM staff.
- Develop strategic and operational goals for in-country teams and Unified Support.
- Analyze support trends and TAM feedback to identify systemic issues and drive product or process improvements.
- Elite Customer Handling
- Lead and mentor the regional TAM support team, ensuring strategic accounts receive proactive, personalized support.
- Develop account coverage models, escalation protocols, and success plans tailored to high-value customers.
- Collaborate with Sales and Customer Success to align TAM efforts with broader customer engagement strategies.
- Analyze customer feedback, usage patterns, and pain points to influence product roadmap decisions.
- Service Delivery & Reporting
- Create regular executive reports on system health, data, and issue trends.
- Present Monthly and Quarterly Business Reviews to country executives.
- Translate organizational goals into actionable department-level initiatives.
- Process Optimization & Continuous Improvement
- Introduce automation tools to drive reduction of ticket volumes, resolve root causes, reduce cost to serve, optimization initiatives, streamlined processes, skill development, and innovation.
- Manage self service success, automation, and preparedness for new platform features/releases.
- Scope, analyze, and complete cross functional projects and processes that will improve the associate and customer experience and key performance metrics.
- Stakeholder Management
- Serve as the liaison between technical teams and business stakeholders acting as the voice of platform pain points and influencing cross functional roadmaps.
- Represent the department in senior leadership discussions and planning sessions.
- Review and make recommendations on regional segmentation to optimize support delivery.
- Prioritize enhancements and fixes based on business impact.
- Support IT audits, security compliance, and data governance.
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 3+ years in a global senior leadership role.
- Proven experience managing cross-functional technical teams, vendor partners, and enterprise application support.
- Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management).
- Strong understanding of platform strategy, AI-driven support models, and self-service technologies.
- Excellent communication, analytical, and stakeholder management skills.
- Excellent presentation skills.
Regional Support Operations Manager in Milton Keynes employer: Ingram Micro
Contact Detail:
Ingram Micro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Support Operations Manager in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially around platform strategy and customer support.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are speaking about your skills and experiences, the better you'll perform.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Regional Support Operations Manager in Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Regional Support Operations Manager. Highlight your experience with platform strategy, customer support operations, and any relevant technical skills. We want to see how you align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've driven operational excellence and improved customer satisfaction in previous positions. We love a good story!
Showcase Your Leadership Skills: Since this role involves team leadership and management, be sure to highlight your experience in building high-performing teams. Talk about how you've coached and developed staff in the past. We’re all about empathy and accountability here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Ingram Micro
✨Know Your Platforms
Make sure you’re well-versed in the platforms mentioned in the job description, like X4A, X4C, XI, and X4V. Familiarise yourself with their functionalities and how they align with customer needs. This will show that you understand the technical aspects of the role and can contribute to platform strategy.
✨Showcase Your Leadership Skills
Prepare examples of how you've built high-performing teams and fostered a supportive culture in previous roles. Be ready to discuss your approach to coaching and developing team members, as this is crucial for the Regional Support Operations Manager position.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you’ve tackled operational challenges or improved processes. Highlight your experience with automation tools and how you’ve used them to enhance efficiency. This will resonate well with the focus on continuous improvement in the role.
✨Engage with Stakeholders
Be prepared to discuss how you’ve managed relationships with various stakeholders in the past. Share examples of how you’ve acted as a liaison between technical teams and business units, ensuring that everyone is aligned and informed. This will illustrate your ability to navigate complex organisational structures.
