Exclusive Networks

Head of Global Technical Support

Exclusive Networks

full-time

Posted on:

Location Type: Remote

Location: Germany

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Job Level

Lead

Tech Stack

Cyber Security

About the role

  • Lead the delivery of Exclusive Networks’ Support Services worldwide
  • Drive the transformation from a primarily local delivery model to a global, standardized support operating model
  • Ensure consistent service quality across regions, improve operational performance, and scale support capabilities in line with customer expectations and vendor requirements
  • Audit and benchmark existing support centres to deliver an optimized global delivery operating model proposal
  • Define and execute the global technical support strategy aligned with business, customer and vendor priorities
  • Lead the shift to a unified global operating model, with clear governance, standards and accountability
  • Deliver a multi-year roadmap enabling global SLAs, follow-the-sun coverage, and consistent processes
  • Build and present an optimized delivery model proposal, including footprint, consolidation opportunities and new centre roles
  • Own global performance management through SLAs, KPIs and continuous improvement initiatives
  • Ensure scalable execution across support centres
  • Drive vendor readiness and compliance
  • Build the global support leadership structure and manage regional Support Managers under one governance model
  • Centralize accountability and align reporting lines into the Global Support service line
  • Lead support platform modernization and integration into the broader IT architecture roadmap
  • Improve customer experience and efficiency through standard tools, automation, and knowledge management
  • Leverage the global delivery network to create and scale unique support services

Requirements

  • 5+ years of experience in Technical Support / Support Services leadership, including multi-country or global scope
  • Proven track record delivering support operating model transformations
  • Strong experience building and managing global performance management
  • Experience/ Ability to assess, restructure and optimize support centre footprints through audits, capability benchmarking, and delivery model design
  • Solid understanding of support economics (margin, cost allocation/recharge models, staffing ratios, workforce planning)
  • Experience leading systems & tools modernization
  • Strong stakeholder management across Finance, IT, Sales, Services, and regional leadership, with the ability to drive alignment and adoption
  • Vendor and escalation readiness experience (certifications, runbooks, governance, compliance), ideally in the cybersecurity/IT ecosystem
  • Excellent communication and leadership skills in an international environment (English required; additional languages are a plus)
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Technical SupportSupport Services leadershipPerformance managementSupport operating model transformationsSupport centre optimizationSupport economicsSystems modernizationTools modernizationWorkforce planningKnowledge management
Soft Skills
Stakeholder managementCommunicationLeadershipAlignmentAdoptionGovernanceAccountabilityContinuous improvementOperational performanceCustomer experience