Head of Product Operations and Support

Gray Global Placements LTD; Remote; GBP 100,000 - 130,000; Full time

Job summary

A leading global IT solutions provider is looking for a Head of Product Operations and Support. This key leadership role will focus on establishing and managing high-performing global support operations. Responsibilities include designing support frameworks, leading a team, and improving customer experience. Candidates should have over 15 years of experience in SaaS or technology environments and a strong customer focus. A competitive package is offered, with international travel required.

Benefits

Flexible Location

Competitive Package

International travel required

Qualifications

• 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments.
• Background in managing support across hybrid or multi-tenant platforms.
• Exceptional leadership, communication, and stakeholder management skills.

Responsibilities

• Design the global support operations framework, covering incident management and service request handling.
• Build and lead a high-performing team of support managers and operations analysts.
• Ensure responsive and technically sound support experience for all customer segments.

Skills

Leadership

Customer focus

Operational efficiency

Service delivery

ITIL expertise

Tools

ServiceNow

Jira Service Desk

Job description

Head of Product Operations and Support

A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer.

The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission‑critical business operations in the aviation, cruise and hospitality industries worldwide.

While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application‑related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application‑layer support activities, including platform‑related issues, production incident management, performance monitoring, L2 / L3 issue resolution and end‑user ticket handling.

Key Responsibilities

Support Strategy and Operations Setup

• Design the global support operations framework, covering incident management, service request handling, L2 / L3 models and escalation handling.
• Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs.
• Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams.
• Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI.

People and Process Leadership

• Build and lead a high-performing team of support managers, operations analysts and technical specialists.
• Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems.
• Drive operational excellence using ITIL or equivalent service management frameworks.

Customer Experience and Escalation Management

• Ensure responsive and technically sound support experience for all customer segments.
• Serve as a senior escalation point for critical issues impacting customer business, both internally and externally.
• Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics.

Tools, Automation & Data

• Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk).
• Implement monitoring, alerting and proactive issue detection systems to reduce reactive support.
• Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency.

Governance, Reporting & Stakeholder Communication

• Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting.
• Own operational dashboards, SLA / KPI reporting and executive-level updates.
• Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution.

Continuous Improvement and Innovation

• Identify operational gaps and drive continuous improvement programs.
• Introduce the best practices from SaaS / enterprise product support and global operations.
• Stay current with industry trends in support automation, self-service and AI-driven support models.

Mandatory Requirements

• 15+ years of experience in leading support / operations roles in enterprise SaaS or technology environments.
• Familiarity with cloud-based environments (AWS) and observability platforms.
• Background in managing support across hybrid or multi-tenant platforms.
• Proven experience in building and scaling global support teams and operational processes.
• Expertise in support tooling, incident / problem / change management and SLA / KPI frameworks.
• Strong customer focus with a deep understanding of service delivery in a mission-critical business context.
• Operational efficiency improvement through usage of tools including AI driven models.
• Exceptional leadership, communication and stakeholder management skills.

Desirable Skills

• Exposure to the aviation, logistics or travel technology sectors.
• Certifications in ITIL, PMP, or equivalent service and project management methodologies.
• Experience in DevOps / SRE environments with close coordination with engineering and QA.

Practicalities

• Flexible Location.
• Competitive Package.
• International travel required.