At a Glance
- Tasks: Lead global support and service reliability, ensuring platform performance and customer satisfaction.
- Company: Join Sycurio, a forward-thinking tech company transforming into a multi-tenant SaaS platform.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborate with cross-functional teams and lead high-performing operational initiatives.
- Why this job: Be at the forefront of innovation, driving systemic reliability and enhancing customer experience.
- Qualifications: 10+ years in support or operations leadership, with expertise in multi-tenant SaaS environments.
The predicted salary is between 80000 - 100000 € per year.
We are seeking a Head of Support & Service Reliability to lead and evolve our global support function into a proactive, platform-integrated reliability capability. This role provides an exciting and dynamic opportunity for an outcome-focused individual; as Sycurio is at a critical inflection point as we transition from a single-tenant architecture to a multi-tenant SaaS platform, requiring a fundamental shift from reactive ticket handling to systemic reliability, observability, and customer experience management at scale. You will own the end-to-end operational integrity of the platform, ensuring availability, performance, and customer trust, while partnering closely with Engineering, Product, and Customer-facing teams; being a key contributor to our GRR goal of 90%+. Sycurio employs a strategic managed service provider who provides the people, tooling, and day-to-day execution across all support tiers. The Head of Support sets the standards, governs vendor performance, and ensures every aspect of the support experience — from incident response to customer satisfaction — meets enterprise-grade expectations.
Key Responsibilities
- Service Reliability & Platform Stability
- Own platform availability, performance, and reliability across all tenants
- Reduce incident frequency, severity, and blast radius
- Establish and drive Service Reliability Engineering (SRE) principles
- Ensure scalability and operational readiness of a multi-tenant platform
- Incident Management & Response
- Implement and lead a structured incident management framework (P1–P4)
- Act as executive owner of major incidents (P1/P2)
- Drive improvements in:
- Mean Time to Detect (MTTD)
- Mean Time to Resolve (MTTR)
- Ensure clear, consistent internal and external communication during incidents
- Observability & Monitoring
- Define and implement a comprehensive observability strategy, including technical telemetry (infrastructure, application, APIs)
- Business telemetry (transactions, payment success rates, usage)
- End-to-end customer journey visibility
- Ensure issues are detected proactively, not customer-reported
- Partner with Product and Engineering to embed telemetry into the platform
- Support Operations (L1–L3)
- Lead global support teams ensuring high-quality, SLA-driven case management
- Define and enforce support processes, tooling, and performance standards
- Improve key metrics:
- First response time
- Resolution time
- Reopen rate
- Escalation quality
- Oversee operational aspects of the platform, including release management and deployment safety, ensuring all releases are observable, reversible, and low-risk
- Change control processes
- Environment consistency across staging and production
- Own the visibility and continuous improvement of delivery and recovery performance using the DORA metrics, in partnership with Engineering
- Establish rigorous Root Cause Analysis (RCA) standards
- Identify and eliminate systemic issues (not just symptom fixes)
- Track and reduce recurring incidents
- Feed insights into Product and Engineering roadmaps
- Align support with Customer Success and Sales
- Ensure coordinated communication during incidents
- Protect customer relationships during critical events
- Introduce tenant-aware impact assessment (ARR, strategic accounts, regulatory exposure)
- Support enterprise-grade expectations for transparency and reliability
- Act as the bridge between Engineering, Product, & Customer Delivery / Success
- Embed supportability and operational readiness into pre-sales (Stage 4/5 governance), product development, and deployment processes
- Chair regular operational reviews and quarterly business reviews with the managed service leadership team
- Own the managed service scorecard — defining KPIs, reviewing performance data, and driving accountability for misses
- Manage contract compliance, SLA adherence, and commercial exposure from managed service underperformance
- Lead continuous improvement programs jointly with the managed service provider, including tooling upgrades, process redesigns, and training investments
- Maintain an escalation path for systemic or persistent managed service failure, up to and including remediation planning
Key Qualifications, Skills, Experience Required
- 10+ years in Support, Platform Operations, or SRE leadership roles
- Proven experience in multi-tenant SaaS and legacy environments
- Strong understanding of distributed systems, incident management at scale, observability frameworks
- Track record of building and scaling high-performing operational teams
- Experience in outsourced or hybrid operational models
- Experience working cross-functionally with Engineering and Product
Preferred
- Background in payments, security, or compliance-driven environments (e.g., PCI)
- Experience with API-first platforms and telephony/payment flows
- Familiarity with observability tools (e.g., Grafana, etc.)
Head of Support & Service Reliability Engineering in Guildford employer: Sycurio Group
At Sycurio, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As the Head of Support & Service Reliability Engineering, you will be at the forefront of transforming our global support function, with ample opportunities for professional growth and development in a dynamic SaaS environment. Our commitment to employee well-being is reflected in our supportive work culture, competitive benefits, and the chance to make a significant impact on customer experience and platform reliability.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support & Service Reliability Engineering in Guildford
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Showcase your expertise! Create a portfolio or a blog where you share insights about service reliability and support strategies. This not only highlights your skills but also shows your passion for the field.
✨Tip Number 3
Prepare for interviews by practising common questions related to service reliability and incident management. We recommend using the STAR method to structure your answers – it’s a game changer!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Support & Service Reliability Engineering in Guildford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in support and service reliability. We want to see how your skills align with our goals, especially in transitioning to a multi-tenant SaaS platform.
Showcase Your Leadership Skills:As the Head of Support, you'll be leading teams and driving improvements. Share examples of how you've successfully managed teams and implemented changes in previous roles. We love seeing candidates who can demonstrate their impact!
Highlight Technical Expertise:Don’t forget to mention your experience with observability tools and incident management frameworks. We’re looking for someone who understands the technical side of things, so make it clear how you’ve applied these skills in past positions.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at Sycurio Group
✨Know Your Stuff
Make sure you have a solid understanding of Service Reliability Engineering principles and how they apply to multi-tenant SaaS platforms. Brush up on your knowledge of incident management frameworks and observability strategies, as these will be key topics during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading global support teams and driving operational excellence. Be ready to discuss how you've improved metrics like Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) in previous roles.
✨Understand Cross-Functional Collaboration
Since this role involves working closely with Engineering, Product, and Customer Success teams, think of specific instances where you've successfully collaborated across departments. Highlight how you’ve embedded supportability into product development and deployment processes.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Prepare to discuss how you would handle major incidents or improve customer experience during critical events, demonstrating your strategic thinking and customer-centric approach.
