Head of Product Operations and Support

Gray Global Placements; Greater London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading global IT solutions provider is seeking a Head of Product Operations and Support in Greater London. This key leadership position involves defining operational strategies, managing global support functions, and ensuring excellent customer experiences across various products. The role focuses on application-related support and aims to centralize support operations for improved efficiency. Ideal candidates will have strong leadership skills and experience in service delivery within the Travel, Transportation, and Logistics sectors.

Responsibilities

• Establish and scale high-performing global support and operations functions.
• Define operational strategies and foster service delivery excellence.
• Drive support automation and ensure superior customer experience.
• Manage application-related support and production incident management.
• Consolidate product operations and support functions.

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