At a Glance
- Tasks: Lead and improve support services for top-tier asset management solutions.
- Company: Join a leading IBM Platinum partner in digital asset management.
- Benefits: Enjoy a competitive salary, bonuses, and professional development opportunities.
- Other info: Flexible hybrid work environment with growth potential.
- Why this job: Shape the future of support services and make a real impact.
- Qualifications: Proven leadership in service management and strong communication skills.
Location: Hybrid / Birmingham, UK. Office attendance is negotiable, and as needed for meetings and team / company events, with potential for some customer travel.
Business Area: Support Services
Reporting to: Commercial Director
Contract Type: Permanent
Salary: £75,000–£90,000 depending on experience, plus performance-related bonus and benefits.
Our client, an IBM Platinum partner, is a leading provider of digital asset and facilities management solutions across the UK and Ireland, helping organisations transform the management of their assets, workplaces, facilities and infrastructure through IBM Maximo Application Suite (MAS), TRIRIGA, MREF and associated services.
As their support services capability continues to grow, they have identified a requirement for an experienced, energetic and ambitious Head of Support Services to shape, lead and continuously improve our support function.
Role Purpose
The Head of Support Services is responsible for leading the application support and managed services function, with responsibility for team leadership, customer satisfaction, service performance and profitability across the IBM Maximo and TRIRIGA customer portfolio. This is a senior leadership role sitting above Team Leads and Support Analysts, accountable for service performance, customer satisfaction, operational excellence and continuous improvement across the support function. You will define how support services are delivered across the business, establishing standards, processes, governance and best practice while ensuring exceptional outcomes for customers and internal stakeholders. The successful candidate will combine strong people leadership, service management expertise and commercial awareness with a passion for developing high-performing teams and continually improving service delivery.
Key Responsibilities
- Service Leadership & Delivery
- Own overall service performance, quality and customer outcomes across all support services.
- Ensure delivery of contractual commitments, service levels and operational targets.
- Provide senior oversight of incident, problem and change management activities.
- Act as the final escalation point for major service issues and customer concerns.
- Drive service consistency, stability and operational excellence across all support teams.
- Practice Leadership
- Lead and develop Support Team Leads and wider support teams.
- Define organisational structures, roles, responsibilities and operating models.
- Build capability across analysts, specialists and team leaders.
- Foster a culture of accountability, collaboration, coaching and continuous learning.
- Support recruitment, succession planning and workforce development.
- Strategy & Governance
- Define and maintain support service standards, processes and governance frameworks.
- Develop and execute the support services roadmap aligned to business objectives.
- Establish KPIs, service reporting and performance measurement frameworks.
- Ensure adherence to ITIL-aligned best practice and organisational standards.
- Drive compliance with security, audit and operational requirements.
- Continuous Improvement
- Identify opportunities to improve service quality, efficiency and customer experience.
- Lead automation, tooling and process improvement initiatives.
- Drive root cause analysis and problem management activities.
- Improve service maturity through innovation, standardisation and best practice adoption.
- Champion a culture of continual service improvement across the organisation.
- Customer & Stakeholder Management
- Build trusted relationships with key customers and senior stakeholders.
- Lead service reviews and executive-level customer discussions.
- Collaborate with delivery, project and technical teams to ensure seamless service outcomes.
- Translate customer requirements into scalable support capabilities.
- Communicate service performance, risks and improvement opportunities effectively.
- Commercial & Business Leadership
- Manage support service budgets and cost-to-serve performance.
- Drive resource planning, utilisation and operational efficiency.
- Support bids, proposals and service design activities for new and existing customers.
- Contribute to the growth and profitability of MACS' support services business.
- Identify opportunities to enhance customer value and expand service offerings.
Essential Skills & Experience:
About You
You will be an experienced service management leader with a proven track record of building and leading high-performing support teams.
Essential Experience
- Significant experience leading or service delivery functions including IT support, managed services.
- Experience managing multiple teams through Team Leads or equivalent leadership roles.
- Demonstrable success improving service performance and customer satisfaction.
- Experience operating within ITIL-based service management environments.
- Strong stakeholder management and customer-facing leadership experience.
- Experience managing escalations, major incidents and operational governance.
- Proven ability to drive organisational change and continuous improvement.
- Strong commercial awareness and understanding of service profitability.
Essential Skills
- Exceptional leadership and people development capabilities.
- Strong communication and influencing skills.
- Strategic thinking combined with operational execution.
- Data-driven decision-making and performance management.
- Excellent problem-solving and organisational skills.
- Ability to build credibility with customers, colleagues and senior leadership teams.
Of particular interest:
- ITIL Certification
- Experience supporting IBM Maximo Application Suite (MAS), TRIRIGA, MREF or enterprise asset management platforms.
- Experience within managed services, facilities management or digital asset management sectors.
- Experience implementing service management tooling and automation solutions.
What Success Looks Like
Within your first 12 months you will:
- Establish clear standards, governance and performance measures across the support function.
- Improve customer satisfaction and service performance outcomes.
- Strengthen leadership capability across support teams.
- Drive measurable service improvement and operational efficiency initiatives.
- Create a scalable support model that supports MACS' continued growth ambitions.
- Build a culture focused on accountability, customer success and continuous improvement.
Why take on this role?
- Opportunity to shape and lead a growing support services practice.
- Work with leading technologies including IBM Maximo Application Suite and MREF (TRIRIGA).
- Influence strategic decisions and organisational direction.
- Be part of a collaborative and ambitious leadership team.
- Competitive salary, benefits and professional development opportunities.
Head of Support Services (EAM) - Remote/hybrid in Birmingham employer: JJ Associates
As an IBM Maximo Application Suite (MAS) Infrastructure Specialist, you will join a dynamic team that values innovation and collaboration, offering flexible working arrangements to suit your lifestyle. The company fosters a supportive work culture with ample opportunities for professional development and growth, ensuring that employees are equipped to excel in their roles while enjoying a healthy work-life balance. With a commitment to cutting-edge technology and employee well-being, this is an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support Services (EAM) - Remote/hybrid in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JJ Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JJ Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Support Services (EAM) - Remote/hybrid in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JJ Associates:Your cover letter is your chance to shine! Tell us why you want to work at JJ Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JJ Associates!
How to prepare for a job interview at JJ Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
