At a Glance
- Tasks: Lead and transform SaaS application support, ensuring exceptional customer experiences.
- Company: Dynamic tech company focused on operational excellence and high-performing teams.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Opportunity to drive continuous improvement in a collaborative environment.
- Why this job: Join a passionate team and leverage technology to enhance service delivery.
- Qualifications: Experience in SaaS support, Jira Service Management, and strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
I'm looking for an experienced Head of Support to lead and transform my clients SaaS application support function. This is an exciting opportunity for a customer-focused leader with a passion for operational excellence, data-driven decision making, and building high-performing teams.
You'll be responsible for delivering an exceptional support experience across a portfolio of cloud-hosted software applications, driving service improvements, and ensuring customers receive a consistently high-quality service. This role is ideal for someone who combines strong people leadership with hands-on expertise in Jira Service Management, Power BI, and ITIL-based service delivery.
Key responsibilities of the role:- Lead and develop a high-performing SaaS Application Support team, creating a culture of accountability, collaboration and continuous improvement.
- Own the end-to-end support function, ensuring SLAs, KPIs and customer satisfaction targets are consistently achieved.
- Act as the business owner for Jira Service Management, optimising workflows, queues, SLAs, automation, dashboards and reporting to deliver efficient, scalable support processes.
- Use Power BI to develop insightful dashboards and reporting that identify trends, measure performance and support data-driven decision making.
- Drive ITIL-aligned Incident, Problem, Change and Knowledge Management processes, ensuring Root Cause Analysis is completed and preventative improvements are implemented.
- Continually review and improve support processes, documentation and operational governance.
- Build strong relationships with customers through clear communication, proactive service management and effective escalation handling.
- Collaborate with technical and business teams to improve service quality, stability and customer outcomes.
Significant experience leading SaaS Application Support or Software Support teams. Proven experience managing customer-facing support functions within cloud or SaaS environments. Advanced knowledge of Jira Service Management, including workflow configuration, automation, SLAs, permissions, queues, reporting and service desk administration. Strong experience creating and maintaining operational dashboards and reporting using Power BI. Solid understanding of ITIL service management principles and best practice. A track record of improving service performance through process optimisation, governance and continuous improvement. Strong leadership skills with experience developing, coaching and motivating high-performing teams. Excellent stakeholder management, communication and problem-solving skills. ITIL certification. Experience supporting enterprise software platforms. Experience managing multi-product or multi-region support operations.
If you're passionate about delivering world-class SaaS support, leveraging technology to improve service delivery, and leading teams that make a real impact, I would love to hear from you.
Head of Application Support, SaaS, Jira. in Birmingham employer: Sherborne Talent Solutions
Join a forward-thinking company that prioritises operational excellence and customer satisfaction, making it an exceptional employer for the Head of Application Support role. With a strong focus on employee development, you will thrive in a collaborative work culture that encourages continuous improvement and innovation. Located in a vibrant area, the company offers unique advantages such as access to cutting-edge technology and a supportive environment that fosters professional growth and meaningful contributions to client success.
Contact Details:
Sherborne Talent Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Application Support, SaaS, Jira. in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sherborne Talent Solutions. 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 Sherborne Talent Solutions 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 Application Support, SaaS, Jira. 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 Sherborne Talent Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Sherborne Talent Solutions 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 Sherborne Talent Solutions!
How to prepare for a job interview at Sherborne Talent Solutions
✨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.
