Regional Support Operations Manager

Ingram Micro; Milton Keynes; On-site; GBP 70,000 - 90,000; Full time

Job summary

A multinational technology company is looking for a Regional Support Operations Manager to lead platform performance and customer support operations across the designated region. This role requires a Bachelor's degree in a related field and at least 3 years in a global senior leadership position. Responsibilities include managing technical teams, enhancing platform strategy, and ensuring customer satisfaction while overseeing elite partner programs. This full-time position is based in Milton Keynes, UK.

Qualifications

• 3 years in a global senior leadership role.
• Proven experience managing cross‑functional technical teams.
• Strong understanding of platform strategy and AI‑driven support models.

Responsibilities

• Own platform strategy and execution across the region.
• Oversee day-to-day support operations.
• Build a high-performing support culture focused on accountability.

Skills

Foreign Office

Analysis

Banking Operations

Corporate Finance

Manual Testing

Education

Bachelor's degree in Computer Science, Information Systems or related field

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description : Position Summary

The Regional Support Operations Manager is accountable for platform performance and customer support operations across a designated region while maintaining a global mindset and alignment with enterprise‑wide standards. This role oversees the regional Elite partner program ensures high‑touch proactive service for strategic customers and drives operational excellence. The position also owns platform strategy and execution across multiple platforms (X4A X4C XI X4V) serving as a critical bridge between regional execution global strategy Product and Engineering teams.

Key Responsibilities

Platform Strategy & Innovation

• Own platform strategy and execution across X4A X4C XI and X4V within the region ensuring alignment with regional needs and global standards.
• Partner closely with Product and Engineering to drive platform improvements resolve systemic issues and enhance usability and performance within and across the regions.
• Develop and communicate platform strategy recommendations ensuring alignment with long‑term business goals.
• Lead the development and deployment of self‑service capabilities and AI agents to improve efficiency and reduce support volume.
• Continuously evaluate and improve platform KPIs including performance adoption and customer satisfaction taking strategic action to drive improvements and make recommendations to drive sustainable change.

Operational Leadership

• Own global support KPIs including ticket resolution CSAT and SLO adherence.
• Oversee day‑to‑day support operations consulting on backlog management and global workflows.
• Drive continuous improvement initiatives across platforms processes and support delivery. Partnering with Product and Engineering to address platform health performance stability and usability concerns.

Team Leadership & Management

• Build a high‑performing empathetic support culture focused on accountability and customer advocacy.
• Provide coaching career development and performance management for regional support and TAM staff.
• Develop strategic and operational goals for in‑country teams and Unified Support.
• Analyze support trends and TAM feedback to identify systemic issues and drive product or process improvements.

Elite Customer Handling

• Lead and mentor the regional TAM support team ensuring strategic accounts receive proactive personalized support.
• Develop account coverage models escalation protocols and success plans tailored to high‑value customers.
• Collaborate with Sales and Customer Success to align TAM efforts with broader customer engagement strategies.
• Analyze customer‑feedback usage patterns and pain points to influence product roadmap decisions.

Service Delivery & Reporting

• Create regular executive reports on system health data and issue trends.
• Present Monthly and Quarterly Business Reviews to country executives.
• Translate organizational goals into actionable department‑level initiatives.

Process Optimization & Continuous Improvement

• Introduce automation tools to drivereduction of ticket volumesresolve root causes reducecost to serve optimization initiatives streamlined processes skill development and innovation.
• Manageself servicesuccess automation andpreparednessfor new platform features / releases.
• Scope analyze and completecross functional projects and processes that will improve the associate and customer experience and key performance metrics

Stakeholder Management

• Serve as the liaison between technical teams and business stakeholdersacting as the voice of platformpain points and influencing cross functional roadmaps
• Represent the department in senior leadership discussions and planning sessions.
• Review and make recommendations on regional segmentation to optimize support delivery.
• Prioritize enhancements and fixes based on business impact
• Support IT audits security compliance and data governance.

Qualifications

Required :

• Bachelors degree in Computer Science Information Systems or related field.
• 3 years in a global senior leadership role.
• Proven experience managing cross‑functional technical teams vendor partners and enterprise application support.
• Experience with service desk platforms (e.g. Zendesk ServiceNow Jira Service Management).
• Strong understanding of platform strategy AI‑driven support models and self‑service technologies.
• Excellent communication analytical and stakeholder management skills.
• Excellent presentation skills.

Required Experience :

Manager

Key Skills

• Foreign Office
• Analysis
• Banking Operations
• Corporate Finance
• Manual Testing

Employment Type

Full‑Time

Experience

years

Vacancy

1