Location: Walsall (Hybrid working - 2/3 days office based)
This is a fantastic opportunity to contribute to one of the water industry's most critical challenges while developing your expertise across data, network operations, and strategic resolution planning. Echo Managed Services is part of the South Staffordshire Group – a 3,000-strong organisation behind South Staffs Water, Cambridge Water, and several leading utility support businesses – offering long-term development and career progression.
We are seeking an experienced and dynamic Head of Service to lead and evolve our client support function within a fast-paced SaaS environment. Reporting to the Software Services Director, you will take ownership of delivering high-quality, client-focused support services while driving continuous improvement, operational excellence, and commercial success.
This is a senior leadership role with global reach, supporting clients across the UK and Australia, with future expansion into the USA.
The Role
* Lead and manage the delivery of Support Services across our SaaS solutions and client environments
* Ensure timely response and resolution of incidents, maintaining high service quality standards
* Drive client satisfaction, engagement, and adoption of system features and processes
* Oversee the release of solution packages, patches, and associated documentation
* Develop and implement global support service methodologies, frameworks, and best practices
* Manage performance against Service Level Agreements (SLAs)
* Contribute to client retention, revenue growth, and profitability targets
* Lead and develop a high-performing, globally aligned support team, fostering a culture of collaboration and continuous improvement
* Act as a key stakeholder across internal teams and external client organisations
What you’ll need
* Proven experience leading software support or service delivery functions
* Strong leadership capability with experience managing and developing high-performing service teams
* ITIL experience or certification is essential
* Experience within a software-based organisation or utilities sector is preferred, but not essential where candidates can demonstrate a strong track record of successfully leading Service Teams
* Excellent stakeholder management and communication skills across global teams
* Strong commercial awareness and strategic thinking ability
* Experience within SaaS environments, ideally with knowledge of Agile, DevOps and SDLC practices
* Demonstrated success in improving service performance and operational efficiency
* Highly organised, proactive, and detail-oriented
* Passion for continuous improvement and adopting best practice frameworks
What you’ll get in return
* Family-Friendly Leave
Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
* Financial & Life Assurance
Company Pension Scheme with salary sacrifice.
* Health & Wellbeing
Employee Assistance Programme and 24/7 Virtual GP access.
* Lifestyle & Perks
Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
* Professional Development
Hands-on training and ongoing career development opportunities
* Inclusion & Belonging
Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more.
* Performance & Recognition
Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
We are committed to building a team that reflects the diversity of the communities we serve. We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.
We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.
#J-18808-Ljbffr