At Microlise, we’re looking for an exceptional Head of Support Services to define and lead our next generation of customer service strategy. This is a high-impact leadership role where you will transform our service model from reactive to proactive – leveraging insight, data, and innovation to create a world‑class customer experience.
If you’re passionate about driving meaningful change, leading high‑performing teams, and delivering measurable customer and commercial outcomes, this is your opportunity to make a real difference.
What you’ll be doing
* Own and execute the overarching Customer Service strategy, aligned with wider operational, product, and revenue goals
* Lead transformational initiatives including automation, self‑service, demand reduction, and proactive monitoring
* Define and implement a clear target operating model with strong governance, ownership, and accountability
* Champion continuous improvement using data, Lean principles, and root cause analysis
* Take full ownership of customer metrics including NPS, CSAT, CES, retention, and churn risk
* Act as senior escalation lead for critical customer issues and major incidents
* Embed a true customer‑first culture across all service teams
* Turn Voice of the Customer insights into tangible improvements
* Lead end‑to‑end service management (Incident, Problem, Change & Major Incident)
* Ensure SLA compliance, performance transparency, and robust reporting
* Oversee service continuity, resilience, and risk management
* Embed consistent, scalable, and repeatable service processes
* Lead, coach, and develop multidisciplinary teams across geographies
* Build a strong talent pipeline and future capability strategy
* Set clear objectives and foster a culture of accountability and growth
* Inspire continuous learning and improvement
* Partner with Product, Engineering, Sales, and Delivery teams to enhance service readiness and early‑life support
* Ensure seamless transition from delivery into BAU support
* Provide insight into cost‑to‑serve, service risk, and improvement opportunities
* Drive optimisation of service management platforms and tools
What we’re looking for
* Proven leadership of large‑scale customer service / service operations
* Strong track record delivering service transformation and operating model change
* Deep customer experience expertise with a focus on value creation
* Commercially astute, balancing customer outcomes, cost, and risk
* Excellent stakeholder management and executive communication skills
* Highly data‑driven, translating insight into action
* Experience with ServiceNow, Lean, and ITIL frameworks
* IT service desk leadership experience with broad technical understanding (ITSM, OS, networking)
* Strong knowledge of ITIL processes (incident, request, change)
* Demonstrated delivery of measurable outcomes in complex environments
* Strong critical thinking, judgement, and decision‑making capability
* Ability to engage, influence, and align stakeholders at all levelsProven relationship‑building across teams and functions
* Resilient and adaptable in fast‑changing environments
Why Microlise?
* Full support and training to ensure you are well equipped to succeed in your role
* Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
* 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
* Life Assurance, 4 times your annual salary
* Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
* Invested in employee health and well‑being with over 20 mental health first aiders in the business
* Employee Assistance Programmes
* Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
* Free Microlise Cresswell Racing Tickets, support British Superbikes
* Executive Box at Motorpoint Arena Nottingham
* Great Place to Work certified – We have been recognised by the global authority on workplace culture, so come be a part of our success
* Best Workplace in the UK for Development, Technology, Wellbeing and Women
#J-18808-Ljbffr