Head of SaaS Support

Vocative Consulting; Willenhall; On-site; GBP 90,000 - 110,000; Full time

Job summary

A well-established SaaS vendor in the UK is seeking a Head of Support to manage their customer-facing application support teams. In this permanent remote role, you’ll be responsible for day-to-day BAU support operations and reshaping the support function to better meet customer needs. Strong experience in running support teams, expertise in SaaS, and knowledge of ServiceNow are essential for success in this position. Competitive salary between £90-110K offered.

Qualifications

• Proven experience in managing customer-facing support teams.
• Background in SaaS and familiarity with support processes.
• Experience with change programmes and BAU services.

Responsibilities

• Manage day-to-day operations of support teams.
• Identify and implement improvements in support functions.
• Design service structures to meet customer needs.

Skills

Experience in running support teams

Strong communication skills

Ability to identify commercial needs

Tools

ServiceNow

Job description

Head of Support - SaaS Vendor - Permanent role - UK Remote role - £(Apply online only)K

An excellent opportunity to join a well established SaaS vendor and take responsibility for their customer facing application support teams.

You’ll be responsible for day to day management of BAU support; working with users and stakeholders to identify commercial needs, track metrics and deliver effective and fast paced support.

You’ll also be responsible for reshaping the support function to ensure that it is structured to meet the needs of customers; you’ll have the opportunity to design the service from the ground up and restructure teams and approach to deliver demonstrable improvements in service and capability.

You’ll need to be able to demonstrate previous experience of running support teams, and having worked in a SaaS vendor in a similar role. Experience with ServiceNow or similar would be a significant advantage, as would running change programmes as well as delivering BAU services.

The role is remote; you’ll need to be able to be in the office in the Midlands on occasion so a UK base is essential (and you must have the right to work in the UK). It will pay around £90-110K base.

For more details and a confidential discussion please contact Justin Sleep with a copy of your resume