Software Support Delivery Manager

Michael Page (UK); Birmingham; Hybrid; GBP 55,000 - 60,000; Full time

Job summary

A renowned software house in Birmingham seeks a Software Support Delivery Manager to lead a UK-based Application Support team. In this role, you'll ensure smooth daily operations, manage escalations, and cultivate a high-performing team culture. Candidates should have over 5 years in customer-facing support, an understanding of B2B service delivery, and be adept at communicating in high-pressure situations. The position offers a starting salary between £55,000 - £60,000 and a hybrid working model with three days onsite and two remote.

Benefits

Private medical and dental insurance

Private pension

Health & Wellness programmes

Career & Personal Development programmes

Qualifications

• 5+ years in managing customer-facing support or service delivery teams.
• Experience in B2B customer service and understanding of service delivery.
• Ability to handle major incidents and escalations calmly and professionally.
• Familiarity with ITIL or service management practices is a plus.

Responsibilities

• Manage UK-based Application Support team in Birmingham.
• Ensure smooth daily operations and maintain team performance.
• Oversee customer escalations and incidents professionally.
• Collaborate with global support leaders for alignment.
• Create a positive, high-performing team culture.

Skills

Leadership

Customer service

B2B support experience

Clear communication

Process improvement

Team coaching

Tools

CRM systems

Support tools

Job description

About Our Client

• Michael Page Technology are proudly representing an award-winning software house, known for building a platform that adapts to real customer needs instead of the other way around.
• With more than two decades in the industry, that same mission drives them as they help sales teams unlock their full potential with smarter, more flexible tools.
• The organisation's global team shares a passion for customer success and a commitment to doing meaningful, impactful work every day.
• Through this, they have fostered a culture that values both personal and professional growth, and they're proud to be recognised as a Great Place to Work.
• Flexibility and work/life balance aren't just perks when you join, they're a fundamental part of how they work and succeed.
• If you're ready to grow your career and help businesses grow better and faster, you'll fit right in.

Job Description

• As the Software Support Delivery Manager, you'll be a people-first leader, managing a UK-based Application Support team in Birmingham.
• You'll be responsible for ensuring smooth daily operations, keeping performance on track, and creating a positive, high-performing team culture.
• Whilst this isn't a technical role, you should understand how to lead a B2B support function, manage escalations, and deliver a great customer experience at scale.
• You'll oversee daily operations, including the balancing of workloads, meeting SLAs, and maintaining strong response times for customers.
• In addition, you will handle customer escalations where necessary, and incidents with clarity and professionalism, whilst improving processes, documentation, and service consistency across the team.
• The company are international, so you will also collaborate with global support leaders to ensure smooth handoffs and alignment.
• The role follows a hybrid model, with three days a week in the Birmingham office, and two days free to work from home.

The Successful Applicant

As the successful candidate for the Software Support Delivery Manager role, you will have the following experience:

• You've led customer-facing support or service delivery teams for 5+ years, and you know how to bring out the best in people, whether you're managing day-to-day operations or coaching through challenges.
• Your background is rooted in B2B customer service, and while you might not be a technical expert, you understand what great service looks like and how to deliver it at scale.
• When things get tough, like major incidents or high-stakes escalations, you're the calm in the storm. You know how to communicate clearly, keep customers informed, and guide your team through it.
• You are familiar with support tools and CRM systems, and you know how to use them to keep things running smoothly.
• You bring structure to chaos. Whether it's implementing better processes or helping your team navigate change, you're someone who creates clarity and momentum.
• You lead with transparency, fairness and empathy, and people trust you because of it.
• Bonus points if you've worked with ITIL or other service management practices, but it's your practical experience and leadership that matter most.

What's on Offer

• Starting salary of £55,000 - £60,000 per annum.
• Hybrid working model, with 3 days in the office and 2 remote.
• Private medical and dental insurance.
• Private pension.
• Health & Wellness programmes.
• Career & Personal Development programmes.
• + More.