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- Tasks: Lead global support strategy and optimise customer service processes.
- Company: Join Thinkproject, a pioneering tech company in construction software.
- Benefits: Enjoy hybrid working, unlimited learning, and vibrant social events.
- Why this job: Shape the future of customer support with innovative AI solutions.
- Qualifications: 8+ years in service operations, Salesforce ServiceCloud experience, and strong leadership skills.
- Other info: Be part of a passionate team that values feedback and growth.
The predicted salary is between 48000 - 72000 £ per year.
What do we do?
Introducing Thinkproject Platform. Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies. By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.
What your day will look like:
- Mission: As Head of Service Support at Thinkproject, you will shape and lead the global strategy for our Professional Services Support organisation. You will build a consistent, efficient, and customer-focused support framework that drives operational excellence across all regions.
- Strategy & Vision: Define and execute a global support strategy that ensures consistent, scalable, and customer-centric service delivery.
- Process Standardisation: Design and implement global support processes that drive efficiency, quality and uniformity across all regions.
- ServiceCloud Optimisation: Lead process improvement projects within Salesforce ServiceCloud to maximise automation and workflow efficiency.
- Collaboration: Partner with Services Operations to align system capabilities with business requirements and process excellence goals.
- AI Enablement: Co-drive AI strategy and adoption within support to enhance automation, predictive insights, and customer experience.
- Performance Management: Establish and monitor global KPIs to ensure continuous improvement in service quality and responsiveness.
- Continuous Improvement: Drive innovation and best practice sharing through data-driven analysis and stakeholder feedback loops.
- Team Leadership: Build, mentor, and inspire a high-performing global support organisation focused on collaboration and excellence.
- Customer Focus: Champion a customer-first mindset, ensuring all processes and systems contribute to superior service outcomes.
- Change Management: Lead transformation initiatives, embedding new tools and methodologies to evolve Thinkproject’s support model.
What you need to fulfill the role:
- Proven experience (8+ years) in professional services, customer support, or service operations leadership roles, ideally in a SaaS or technology company.
- Strong background in process design, optimisation, and global standardisation.
- Salesforce ServiceCloud Experience as Superuser and/or Admin.
- Demonstrated experience working with AI-driven service solutions or digital transformation initiatives.
- Excellent stakeholder management and collaboration skills across global, cross-functional teams.
- Strong analytical and problem-solving capabilities with a strategic mindset.
- Excellent communication skills in English; German or other European languages are an advantage.
What we offer:
- Lunch 'n' Learn Sessions
- Women's Network
- LGBTQIA+ Network
- Coffee Chat Roulette
- Free English Lessons
- Thinkproject Academy
- Social Events
- Volunteering Activities
- Open Forum with Leadership Team (Tp Café)
- Hybrid working
- Unlimited learning
We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.
Your contact: Preethika Ramdass. Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.
Director of Services (Support) (f/m/d) in Reading employer: think project! GmbH
Contact Detail:
think project! GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Services (Support) (f/m/d) in Reading
✨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 you can contribute to their mission, especially in customer service and support.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it aligns with the role of Director of Services. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Director of Services (Support) (f/m/d) in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in professional services and customer support. We want to see how your skills align with our mission at Thinkproject!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven process improvements or led successful projects. We love seeing measurable outcomes that demonstrate your impact!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate clarity, and it helps us understand your qualifications better!
Apply Through Our Website: Make sure to submit your application via our website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at think project! GmbH
✨Know the Company Inside Out
Before your interview, dive deep into Thinkproject's mission and values. Understand their platform and how it stands out in the construction software landscape. This knowledge will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Director of Services, you'll need to demonstrate your leadership experience. Prepare specific examples of how you've built and led high-performing teams in the past. Highlight your approach to mentoring and inspiring others, as well as any successful strategies you've implemented.
✨Be Ready for Process Discussions
Expect questions about process design and optimisation. Brush up on your experience with Salesforce ServiceCloud and be prepared to discuss how you've improved service delivery in previous roles. Think about metrics you've used to measure success and how you can apply those at Thinkproject.
✨Emphasise Customer-Centric Mindset
Thinkproject values a customer-first approach. Be ready to share examples of how you've championed customer needs in your previous roles. Discuss any initiatives you've led that enhanced customer experience, especially those involving AI or automation, as this aligns with their focus on innovation.