Overview
Head of Application Support to lead the delivery and support of a suite of cloud-hosted software solutions across multiple products and clients. You’ll oversee support teams across UK and European offices, ensuring service standards, client relationships, and continuous operational improvement. This is a hands-on leadership role blending service delivery expertise, ITIL-driven process management, and people leadership.
Responsibilities
* Lead and manage support teams, driving accountability, collaboration, and innovation.
* Oversee ITIL-based service delivery, ensuring SLA/KPI targets are met.
* Manage Jira Service Desk operations, incident resolution, and root cause analysis.
* Build insightful Power BI dashboards to track and report on service performance.
* Act as primary point of contact for service-related issues, managing client relationships and expectations.
* Ensure compliance with ISO 27001 standards and develop risk mitigation strategies.
* Drive continuous improvement initiatives to optimise processes and enhance customer satisfaction.
Experience / Qualifications
* 5+ years’ experience in service delivery management in SaaS, cloud, or enterprise software environments.
* Strong expertise in ITIL processes, incident management, and root cause analysis.
* Proficient in Jira Service Desk, Power BI, and familiar with ISO 27001 frameworks.
* Excellent communicator with proven stakeholder management and team leadership skills.
* Holds a relevant degree (IT, Business, or similar); certifications such as ITIL, ISO 27001, PMP, or CSM are a plus.
What’s on offer
* A leadership role with real impact on client satisfaction and operational success.
* A collaborative and supportive culture where initiative and innovation are valued.
* Hybrid, weekly office/home split, with regular opportunities to travel and engage with clients.
Job details
* Seniority level: Executive
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information and Media
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