Application Support Lead required to join a fast-growing, specialist software company delivering mission-critical solutions to a global client base within a highly regulated industry (remote - must be UK based).
Their platform is trusted by major international brands, and as they continue to scale, they're looking for someone to take their support function to the next level.
This is a high-impact leadership role where you'll have real ownership, influence, and the opportunity to shape how customer support is delivered across the business.
What you'll be doing
You'll take the lead in shaping and driving a high-performing customer support function, ensuring a seamless and high-quality experience for clients. Day-to-day, you'll oversee application support, making sure issues are resolved efficiently while maintaining a strong customer-first mindset across the team.
You'll play a key role in managing software releases and upgrades, ensuring deployments are smooth, well-communicated, and minimally disruptive. Alongside this, you'll embed and evolve IT Service Management best practices, bringing structure and consistency to incident, problem, and change processes.
Acting as the main point of contact for third-party infrastructure providers, you'll ensure hosted environments are secure and reliable, while also keeping a close eye on performance metrics such as SLAs and customer satisfaction to continuously improve service delivery. Collaboration will be central to your role, working closely with Product, Engineering, and Commercial teams, while also taking ownership of support-related costs, forecasting, and overall operational efficiency.
What they're looking for
** Experience in a senior support or service delivery leadership role
** Background in software, SaaS, or hosted/cloud environments
** Strong knowledge of ITSM frameworks (ITIL preferred)
** Experience managing releases and communicating technical changes
** Proven ability to manage third-party suppliers or service providers
** Excellent stakeholder management and communication skills
** Experience with Jira and Salesforce
The package
The role comes with a salary £50-55k alongside benefits which include a discretionary bonus. They offer remote-first working environment that supports work-life balance (must be UK based). On top of this, you'll have access to funded training and development programmes, a home office allowance to set yourself up for success.
If this sounds of interest, please apply or reach out to Matt MacAlpine.
Cathcart Technology is acting as an Employment Agency in relation to this vacancy.
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