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- Tasks: Lead global strategy for customer support and optimise 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 service with innovative AI solutions.
- Qualifications: 8+ years in service operations, Salesforce ServiceCloud experience required.
- Other info: Be part of a culture that values feedback and mutual respect.
The predicted salary is between 36000 - 60000 £ per year.
Customer service, hotline
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
MissionAs 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. You will lead the design and optimisation of global support processes, partnering with Services Operations to guide Salesforce ServiceCloud enhancements and ensure technology serves our support and customer goals. You will also drive AI and automation initiatives to boost efficiency, quality, and insight. Over time, you will take full ownership of our global support teams, creating a unified, high-performing organisation that delivers measurable value to our customers.
Strategy & VisionDefine and execute a global support strategy that ensures consistent, scalable, and customer-centric service delivery.
Process StandardisationDesign and implement global support processes that drive efficiency, quality and uniformity across all regions.
ServiceCloud OptimisationLead process improvement projects within Salesforce ServiceCloud to maximise automation and workflow efficiency.
CollaborationPartner with Services Operations to align system capabilities with business requirements and process excellence goals.
AI EnablementCo-drive AI strategy and adoption within support to enhance automation, predictive insights, and customer experience.
Performance ManagementEstablish and monitor global KPIs to ensure continuous improvement in service quality and responsiveness.
Continuous ImprovementDrive innovation and best practice sharing through data-driven analysis and stakeholder feedback loops.
Team LeadershipBuild, mentor, and inspire a high-performing global support organisation focused on collaboration and excellence.
Customer FocusChampion a customer-first mindset, ensuring all processes and systems contribute to superior service outcomes.
Change ManagementLead 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.
Working at - think career. think ahead.
Head of Services in Reading employer: Thinkproject
Contact Detail:
Thinkproject Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Services 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. Show them you’re not just another candidate; you’re genuinely interested in what they do and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs. Keep it concise but impactful – you want to leave a lasting impression.
✨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 Head of Services in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Services role. Highlight your experience in customer support and service operations, especially in SaaS or tech environments. We want to see how your skills align with our mission!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve driven efficiency or improved customer satisfaction. We love numbers!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits our culture, so don’t be afraid to express your passion for customer service and innovation. Show us why you’re excited about this opportunity!
Apply Through Our Website: For the best chance of getting noticed, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensure it gets to the right people. We can’t wait to hear from you!
How to prepare for a job interview at Thinkproject
✨Know the Company Inside Out
Before your interview, dive deep into Thinkproject's mission and values. Understand their approach to customer service and how they integrate technology in their support processes. 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 Head of Services, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples from your past experiences where you've successfully built high-performing teams or driven change. Highlight your strategic mindset and how you've implemented process improvements in previous roles.
✨Familiarise Yourself with Salesforce ServiceCloud
Since this role involves optimising Salesforce ServiceCloud, make sure you brush up on your knowledge of the platform. Be ready to discuss any relevant experience you have with it, especially in terms of automation and workflow efficiency. This will show that you can hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer focus. Think about scenarios where you've had to manage difficult situations or implement AI-driven solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
