Remote Senior Customer Care Lead – ITSM & Releases

Omegro; Aberdeen City; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Competitive base salary + discretionary bonus

Remote-first working

32 days holiday, increasing to 34 after 1 year

Progressive parental leave policies

Private healthcare insurance

5% employer pension contribution

Regular in-person team events

Funded training and development programs

Job summary

A leading technology firm in the UK seeks a strategic Customer Care Manager to lead their customer support operations. In this vital role, you will oversee application support, system upgrades, and environment management while ensuring exceptional customer experiences. Candidates should have over 5 years in a relevant leadership role and a solid understanding of ITSM processes. Competitive salary and hybrid working options are offered, providing opportunities for career growth and a supportive work environment.

Qualifications

• 5+ years in a senior support or service delivery leadership role within software or IT services.
• Relevant tertiary qualification (minimum Diploma level; degree preferred).
• Strong working knowledge of ITSM practices and frameworks (e.g., ITIL).

Responsibilities

• Manage the Customer Care team, ensuring high-quality application support.
• Coordinate application installations, upgrades, and release communications.
• Drive consistency and effectiveness in support through structured incident management.

Skills

5+ years in a senior support or service delivery leadership role

Strong working knowledge of ITSM practices

Excellent interpersonal and communication skills

Proficiency in support tooling and CRM platforms

Strong analytical skills

Education

Relevant tertiary qualification (minimum Diploma level)

Tools

Jira

Salesforce

Job description

A leading technology firm in the UK seeks a strategic Customer Care Manager to lead their customer support operations. In this vital role, you will oversee application support, system upgrades, and environment management while ensuring exceptional customer experiences. Candidates should have over 5 years in a relevant leadership role and a solid understanding of ITSM processes. Competitive salary and hybrid working options are offered, providing opportunities for career growth and a supportive work environment.