Head of SaaS Support & Service Transformation - Remote

Vocative Consulting; Remote; GBP 90,000 - 110,000; Full time

Job summary

A well-established SaaS vendor is seeking a Head of Support to manage their customer-facing application support teams. This remote role requires occasional presence in the Midlands. The successful candidate will oversee daily operations, improve service structures, and identify customer needs. Ideal candidates will have prior experience in running support teams within a SaaS environment and familiarity with ServiceNow. The role offers a competitive salary between £90K and £110K.

Qualifications

• Proven experience running customer support teams in a SaaS environment.
• Strong knowledge of metrics tracking and customer requirements.
• Ability to design and implement effective support structures.

Responsibilities

• Manage day-to-day operations of the support team.
• Work with users to identify needs and deliver timely support.
• Reshape support function for improved service and capability.

Skills

Running support teams

Experience in SaaS

ServiceNow or similar

Change programme management

Job description

A well-established SaaS vendor is seeking a Head of Support to manage their customer-facing application support teams. This remote role requires occasional presence in the Midlands. The successful candidate will oversee daily operations, improve service structures, and identify customer needs. Ideal candidates will have prior experience in running support teams within a SaaS environment and familiarity with ServiceNow. The role offers a competitive salary between £90K and £110K.