Head of IT Product Support

C4S Search Ltd; United Kingdom; Hybrid; GBP 70,000 - 80,000; Full time

Job summary

A leading recruitment firm is seeking a Head of IT based in Rugby to lead a high-performing team and enhance customer experiences through effective technology use. The ideal candidate will have proven experience in product support management, strong technical skills, and exceptional leadership abilities. This hybrid role offers a competitive salary of £70k - £80k plus a bonus and comprehensive benefits package, including private medical insurance and 25 days of annual leave.

Benefits

Company sick pay

Private medical insurance

25 days annual leave + bank holidays

Company car/allowance

Qualifications

• Proven experience in product support management.
• Strong technical understanding of business systems, databases, and the software development lifecycle.
• Experience in incident management and root cause analysis.

Responsibilities

• Develop delivery strategy aligning with business goals.
• Set and monitor SLAs and KPIs for high service standards.
• Manage and develop a team of product support specialists.

Skills

Product support management

Technical understanding of business systems

Incident management

Team leadership

Customer-focused communication

Stakeholder management

Knowledge of ITIL principles

Adaptability to change

Job description

Head of IT

Location: Rugby

Salary: £70k - £80k + 15% bonus

Way of Working: Hybrid

Our client is a market leading organisation working behind the scenes to support well-known household brands across multiple sectors.

The Head of IT Opportunity:

As Head of IT, you’ll lead a high-performing team, shape support strategy, and drive continuous improvement across multiple service areas. You’ll play a pivotal role in enhancing the customer experience and ensuring technology consistently delivers business value.

Responsibilities:

• Develop delivery strategy that aligns with business goals and user needs. Oversee product support operations to ensure effective issue resolution.
• Set and monitor SLAs and KPIs to maintain high service standards. Report on performance, identify areas for improvement and drive corrective actions.
• Lead the response to product incidents and coordinate cross functional teams, and analyse root causes.
• Manage and develop a team of product support specialists. Provide guidance, coaching and clear objectives.
• Act as the key link between business users, technical teams and external partners
• Champion process improvements and new tools to optimise efficiency.

The Ideal Candidate Will Have:

• Proven experience in product support management
• Strong technical understanding of business systems, databases, and the software development lifecycle
• Experienced in incident management, troubleshooting, and root cause analysis
• Skilled leader with the ability to inspire and develop teams
• Excellent communicator with a customer-focused mindset
• Stakeholder management skills
• Knowledge of ITIL principles and service management best practices
• Comfortable in fast moving, change-orientated environments

Benefits:

Inclusive of company sick pay, private medical insurance, 25 days annual leave + bank holidays, and company car/allowance.

If you are interested in the role, please send an application detailing proof of the above or contact Amy Burton in our office.

C4S Search connect talent with leading organisations and we are always keen to hear from those who work in the tech industry.