Head of Application Support

Sherborne Talent Solutions; Birmingham; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A technology solutions provider in Birmingham is seeking a Head of Application Support to lead support teams across the UK and Europe. This hands-on leadership role requires expertise in ITIL processes and strong communication skills. Candidates should have over 5 years of experience in service delivery management in SaaS or cloud environments. The role offers a hybrid working model and opportunities for client engagement.

Benefits

Collaborative and supportive culture

Hybrid working model

Opportunities for client engagement

Qualifications

• 5+ years of experience in service delivery management in SaaS or cloud environments.
• Strong expertise in ITIL processes and incident management.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and manage support teams, driving a culture of accountability.
• Oversee ITIL-based service delivery and manage incident resolution.
• Act as primary contact for service-related issues and client relationships.

Skills

ITIL expertise

Service delivery management

Team leadership

Incident management

Power BI

Education

Relevant degree (IT, Business, or similar)

Tools

Jira Service Desk

Power BI

Job description

I am currently recruiting for an experienced and passionate individual to fulfil the role of Head of Application Support, to lead the delivery and support of a suite of cloud-hosted software solutions across multiple products and clients. You ll oversee support teams across UK and European offices, ensuring exceptional service standards, strong client relationships, and continuous operational improvement.

This is a hands-on leadership role that blends service delivery expertise, ITIL-driven process management, and people leadership.

Key responsibilities of the role:

• Lead and manage support teams, driving a culture of accountability, collaboration, and innovation.
• Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met.
• Manage Jira Service Desk operations, incident resolution, and root cause analysis.
• Build insightful Power BI dashboards to track and report on service performance.
• Act as the primary point of contact for service-related issues, managing client relationships and expectations.
• Ensure compliance with ISO 27001 standards and develop risk mitigation strategies.
• Drive continuous improvement initiatives to optimise processes and enhance customer satisfaction.

Experience required:

• 5+ years experience in service delivery management in SaaS, cloud, or enterprise software environments.
• Strong expertise in ITIL processes, incident management, and RCA.
• Proficient in Jira Service Desk, Power BI, and familiar with ISO 27001 frameworks.
• Excellent communicator with proven stakeholder management and team leadership skills.
• Holds a relevant degree (IT, Business, or similar) certifications such as ITIL, ISO 27001, PMP, or CSM are a plus.

What s on offer:

• A leadership role with real impact on client satisfaction and operational success.
• A collaborative and supportive culture where initiative and innovation are valued.
• Hybrid, (weekly office/home split), working model with regular opportunities to travel and engage with clients.

If you are a strategic thinker with a hands-on approach to service delivery and team leadership, I would love to hear from you.