At a Glance
- Tasks: Lead global support teams and innovate banking technology for a better financial future.
- Company: Join a rapidly growing fintech known for its fantastic workplace culture and innovation.
- Benefits: Enjoy competitive salary, generous employee share package, and professional development opportunities.
- Other info: Diverse and inclusive environment welcoming applicants from all backgrounds.
- Why this job: Make a real impact in the fintech world while working with cutting-edge technology.
- Qualifications: Strong background in engineering and experience managing global teams.
The predicted salary is between 100000 - 150000 £ per year.
Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. We have grown rapidly in the past few years – growing our team to more than 550 individuals across offices in London, New York, Singapore, Sydney and our newly established Engineering Hub in Lisbon. We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more. We have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years—and a UK Best Employer for 2026.
Thought Machine’s Cloud Support Engineering teams are mission‑critical for the world's most influential financial institutions. As our Global Head of Production Support, you will not just manage a function; you will be the architect of our global customer support experience. You will lead and scale elite, distributed teams entrusted with supporting the Vault Platform — the cloud‑native core banking and payments engine powering the next generation of global finance. This is a high‑visibility role where you will balance the "always‑on" requirements of banking institutions from across the world with the rapid innovation of a world‑class engineering culture.
Duties
- Visionary Leadership: Define and execute a multi-year roadmap to transition global support from reactive incident management to a mature, AI‑enabled production support engineering function.
- Global Scale: Direct 24/7 operations across four major support sites, ensuring seamless handoffs and consistent service levels for mission‑critical payments and core banking systems.
- Reliability as a Product: Partner with Forward Deployed and Product Engineering teams to track and enforce our commitments to clients, ensuring that reliability is treated as a core feature of the Vault Platform.
- Incident Command: Act as the ultimate escalation point for incidents, leading blameless post‑mortems that drive systemic architectural change in the product and within the organisation.
- Regulatory Stewardship: Ensure all support operations comply with global financial regulations, (e.g., DORA, SOC2, GDPR) meets customer support requirements and represent Thought Machine’s operational resilience to client auditors and regulators.
- AIOps & Automation: Champion the adoption of LLM‑based diagnostic tools and automated remediation to reduce toil and empower engineers to focus on high‑value stability projects.
Requirements
- Engineering DNA: A strong background in Platform Engineering or Site Reliability Engineering. You can hold your own in a deep‑dive discussion about Kubernetes or distributed databases with executive, technical stakeholders on the client‑side.
- Global Perspective: Proven experience managing multi‑region teams in and stakeholder management across timezones.
- Banking Mindset: Deep understanding of the rigors of financial services, finding a balance between modern software development practices and the constraints of a highly regulated environment.
- Strategic FinOps: Experience managing the commercial aspects of global support, including capacity modelling, crafting support agreements and tool spend.
- Systems Thinking: The ability to see beyond the immediate "fix" to identify patterns and technical debt that threaten long‑term stability.
We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.
Global Head of Production Support employer: Thought Machine
At Thought Machine, we pride ourselves on being an exceptional employer, fostering a vibrant work culture that champions innovation and collaboration. Our commitment to employee growth is evident through our generous share package and recognition as a top UK fintech workplace, ensuring that every team member has the opportunity to thrive in a dynamic environment. With offices in key global cities and a focus on cutting-edge technology, we offer a unique chance to be part of a mission-driven team dedicated to transforming the banking industry.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Production Support
✨Join Local Manufacturing Groups
Getting involved in local manufacturing groups or associations can seriously boost your visibility. These groups often have insider info on job openings and networking events, plus they help you connect with like-minded folks in the industry. Check out what's happening in your area!
✨Show Off Your Skills in Practical Spaces
Consider participating in workshops or open days at manufacturing companies. It's a great way to show off your hands-on skills in a real-world environment and can sometimes lead to job offers right on the spot. Keep an eye on announcements from local manufacturers for these opportunities!
✨Leverage the Power of Internships
While you're looking for full-time positions, don't underestimate the power of internships! Even if you don't see a direct role, securing an internship at a company can open doors to future jobs. Many manufacturing firms prefer to hire from their intern pool, so it's definitely worth considering.
✨Apply Directly Through Company Websites
When you find a role at a company you love, like Thought Machine, apply directly on their website. This way, you’re more likely to be noticed by the hiring team. Plus, showing that you took the time to seek out their application process highlights your genuine interest in the firm!
We think you need these skills to ace Global Head of Production Support
Some tips for your application 🫡
Showcase Your Technical Skills:In the manufacturing-production sector, it's crucial to highlight your technical skills and experience. Make sure your CV features any relevant qualifications, such as certifications in machinery operation or production management, and don’t forget about any specific systems or software you’re familiar with. This can really set you apart!
Emphasise Teamwork and Communication:Working in manufacturing often means being part of a larger team. Highlight your experience in collaborative projects or environments where communication was key. Maybe you have experience with lean manufacturing principles? Talk about how you worked with your team to improve productivity and maintain quality.
Tailor Your Cover Letter to the Company:Don’t just recycle an old cover letter! Take the time to tailor your cover letter to Thought Machine specifically. Mention what excites you about their production processes or products, and how your previous experiences can contribute to their goals. We want to see your enthusiasm for the role!
Use Concrete Examples of Your Achievements:When detailing your work experience, include measurable achievements that can demonstrate your impact. Whether it’s improving efficiency by a certain percentage or successfully leading a project, these specifics can make a huge difference. Numbers speak volumes in the manufacturing world!
How to prepare for a job interview at Thought Machine
✨Know Your Manufacturing Processes
Before you walk into the interview with Thought Machine, brush up on the specific manufacturing processes relevant to the role. Understanding lean manufacturing principles or quality control techniques could give you a solid edge to discuss how you’d fit into their operations.
✨Technical Questions Are Key
Be prepared for technical questions around machinery, production scheduling, or materials handling. Make sure you can confidently explain how you've dealt with these in past experiences or internships. Knowing industry-specific software could also be a big plus!
✨Showcase Your Problem-Solving Skills
Manufacturing environments often focus on continuous improvement. Be ready to discuss specific instances where you’ve solved a production issue or implemented a process improvement. It’s all about demonstrating your analytical thinking and hands-on approach.
✨Align Your Values with Quality and Safety
In a full-time role, companies like Thought Machine value commitment to quality and safety. Be prepared to discuss how you prioritise these factors in your work. It’s about showing that you’re not just looking for a job, but that you genuinely care about contributing positively to their production environment.
