Director Services (Support)

think project! GmbH; Reading; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A global technology company is seeking a Director of Service Support to lead its Professional Services Support organization. The role involves shaping a customer-focused strategy and driving process improvements, particularly within Salesforce ServiceCloud. Candidates should have over 8 years of experience in customer service leadership, strong skills in process design, and a background in AI-driven service solutions. Excellent communication in English is required, and knowledge of additional European languages is advantageous. The role is full-time based in Reading, UK.

Benefits

Lunch 'n' Learn Sessions

Women's Network

LGBTQIA+ Network

Free English Lessons

Thinkproject Academy

Social Events

Volunteering Activities

Open Forum with Leadership Team

Qualifications

• 8+ years in professional services or customer support leadership, ideally in SaaS.
• Strong process design and optimisation skills.
• Experience with Salesforce ServiceCloud is essential.
• Background in AI-driven service solutions or digital transformation is preferred.
• Excellent communication skills, English required, other languages beneficial.

Responsibilities

• Lead the global strategy for Professional Services Support.
• Build a customer-focused support framework.
• Drive AI and automation initiatives for efficiency.
• Establish global KPIs for service quality improvement.
• Mentor and build a high-performing support organization.

Skills

Customer service leadership

Process design

Salesforce ServiceCloud

AI-driven service solutions

Stakeholder management

Analytical skills

Communication skills in English

Job description

Director Services (Support) (f/m/d)

• Reading (GB)
• Customer service, hotline

• Fulltime
• Published: 2026-01-22

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 Director 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 & 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, I Women's Network, I LGBTQIA+ Network, I Coffee Chat Roulette, I Free English Lessons, Thinkproject Academy, I Social Events, I Volunteering Activities, I Open Forum with Leadership Team (Tp Café), I Hybrid working, I 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.

Working at thinkproject.com - think career. think ahead.

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