Senior Support Director - Customer Office

Civica; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Civica in London is seeking an experienced Senior Support Director to lead our UK and India Customer Support organisation, driving AI-enabled transformation and scalable service models.

You will partner with product, engineering and data teams to improve customer outcomes, reduce backlogs, and establish governance and performance metrics across distributed teams.

Qualifications

• Senior leadership experience in customer support or related function.
• Proven track record leading complex transformation programmes.
• Experience across UK and India is highly desirable.
• Strong understanding of AI-driven support and automation.

Responsibilities

• Define and execute the transformation strategy for Customer Support across the UK and India.
• Lead the adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions.
• Drive operational excellence, reducing backlogs, improving resolution times, increasing productivity and customer satisfaction.
• Build scalable support processes and operating models that support growth.
• Partner with Engineering, Product, Data and Go-To-Market to improve the customer experience and influence product development.
• Use customer insights and performance metrics to identify improvement opportunities and prioritise change initiatives.
• Champion the voice of the customer across the organisation.
• Develop high-performing teams and create a culture of continuous improvement, innovation and accountability.
• Establish clear performance measures covering customer satisfaction, service quality, productivity, automation adoption and transformation outcomes.
• Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress.

Skills

AI

Automation

Self-service

Workflow automation

Knowledge management

Data-driven decision making

Stakeholder management

Executive leadership

SaaS experience

Distributed teams

Job description

Location: London HQ (Southbank)/ Hybrid Division: Customer Office

We're Civica and we make software that helps deliver critical services for citizens around the world. More than 5,000 public bodies use our software to support over 100 million citizens across government, education, health and care. As we continue our growth journey as a global GovTech leader, we're investing in the future of customer support. This is a unique opportunity to join our Customer Office leadership team and play a key role in transforming how we support customers across our UK and India operations.

The Opportunity

We're looking for an experienced and transformational leader to join us as Senior Support Director, leading our Customer Support organisation across the UK and India. Reporting directly to the Chief Customer Officer, you'll act as a trusted partner and key member of the Customer Office leadership team, helping shape and deliver the future vision for support services across Civica. This is far more than a traditional support leadership role. We're looking for someone who can modernise operations, introduce scalable processes, leverage AI and automation, and create a roadmap that transforms how support is delivered across the business. You'll lead a large, geographically distributed team while working closely with senior leaders across Product, Engineering, Data, Technology and Go-To-Market functions to improve customer outcomes, drive operational excellence, and create a more efficient, AI-enabled support model. For someone who thrives in change, enjoys building and improving functions, and wants to leave a lasting impact, this represents an exceptional opportunity.

What You’ll Be Doing

• Define and execute the transformation strategy for Customer Support across the UK and India.
• Lead the adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions.
• Drive operational excellence, reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction.
• Build scalable support processes and operating models that support continued business growth.
• Partner closely with Engineering, Product, Data and Go-To-Market teams to improve the customer experience and influence product development.
• Use customer insights, operational data and performance metrics to identify improvement opportunities and prioritise change initiatives.
• Champion the voice of the customer across the organisation.
• Develop high-performing teams and create a culture of continuous improvement, innovation and accountability.
• Establish clear performance measures covering customer satisfaction, service quality, productivity, automation adoption and transformation outcomes.
• Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress.

What We’re Looking For

• Significant senior leadership experience within Customer Support, Service Operations, Customer Experience or a related function.
• Proven experience leading complex transformation programmes involving people, process and technology change.
• Strong understanding of AI-driven support capabilities, automation technologies, self-service platforms and digital customer service tools.
• Demonstrable success improving operational performance, customer satisfaction and customer retention.
• Experience leading teams across multiple locations, ideally including both UK and India.
• Strong stakeholder management skills with the ability to influence at executive level.
• A data-driven approach with the ability to turn insight into action and measurable business outcomes.
• Experience building and embedding scalable processes, governance and operating models.
• Comfortable operating in a fast-paced, evolving environment where change and continuous improvement are expected.
• An entrepreneurial mindset with a passion for solving complex problems and driving meaningful transformation.

Nice to Have

• Experience within SaaS, software or technology-led organisations.
• Experience implementing AI-powered support tools, knowledge automation solutions, chatbots or workflow automation platforms.
• Experience leading global or distributed support functions.
• Experience delivering organisational and cultural change programmes alongside technology transformation.

Why You’ll Love Working with Us

At Civica, we're passionate about the impact we have on citizens and communities. We believe technology has the power to transform public services, and we're committed to helping our customers deliver better outcomes for the people they serve. In return, you'll have the opportunity to shape strategic