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 work in a collaborative environment with a focus on continuous improvement.
- 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 45000 - 45000 £ per year.
I'm looking for an experienced Head of Support to lead and transform my clients Saa S 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 Saa S 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 Saa S Application Support or Software Support teams.
Proven experience managing customer-facing support functions within cloud or Saa S 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 Saa S support, leveraging technology to improve service delivery, and leading teams that make a real impact, I would love to hear from you. #J-18808-Ljbffr
Contact Details:
Sherborne Talent Solutions Recruitment Team
