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Head of Support
Support RevolutionHead of Support leading global delivery of Third-Party Support and Application Managed Services for enterprise environments. Driving operational excellence and customer success in a fast-growing support organization.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading global support operations across SAP, Oracle, and PeopleSoft environments, with a strong focus on service delivery excellence, operational governance, and compliance with ISO9001 and ISO27001 standards. Proven ability to manage enterprise security tooling and develop high-performing teams in fast-paced, customer-focused environments.
Highest-signal resume keywords
SAP Application SupportOracle Application SupportPeopleSoft Application SupportITIL Service ManagementEnterprise Security Tooling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Third-Party SupportApplication Managed ServicesGlobal Managed Services DeliveryOperational GovernanceIncident ManagementService Delivery ExcellenceContinuous Improvement InitiativesResource PlanningCustomer Escalation ManagementOperational Assessments
Soft Skills
LeadershipCommunicationStakeholder ManagementTeam DevelopmentMentoring
Tools & Technologies
Trend Micro Deep SecurityWaratekTrellix
Industry Keywords
ISO9001ISO27001Customer SuccessOperational QualityScalabilityProfitability
Tech Stack
Tools & technologiesOracle
About the role
Key responsibilities & impact- Leading global support operations across SAP, Oracle, and PeopleSoft customer environments
- Driving service delivery excellence across Third-Party Support and AMS functions
- Managing major incidents, escalations, customer communications, and operational governance
- Overseeing 24x7 global support operations, follow-the-sun models, and resource planning
- Leading continuous improvement initiatives across support processes, tooling, automation, and service scalability
- Managing enterprise security tooling and managed security services, including Trend Micro Deep Security, Waratek, and Trellix
- Driving compliance and governance activities aligned to ISO9001 and ISO27001 standards
- Partnering with Sales, Customer Success, Operations, HR, and Delivery teams to support customer growth and operational performance
- Supporting pre-sales activities, customer workshops, RFPs, and operational assessments
- Leading, mentoring, and developing high-performing global teams across multiple regions and disciplines.
Requirements
What you’ll need- Extensive experience leading enterprise application support services across SAP, Oracle, and/or PeopleSoft environments
- Strong background in Third-Party Support, Application Managed Services (AMS), or global managed services delivery
- Proven experience managing large-scale global support operations and customer-facing service delivery teams
- Strong understanding of ITIL service management and operational governance frameworks
- Experience managing enterprise security tooling, operational security services, and customer escalations
- Commercially aware with the ability to balance customer satisfaction, operational quality, scalability, and profitability
- Strong leadership, communication, stakeholder management, and team development skills
- Experience leading geographically distributed teams across multiple time zones
- Comfortable operating in fast-paced, high-growth, customer-focused enterprise environments
- Experience working within ISO9001 and ISO27001 governed organisations is highly desirable.
Benefits
Comp & perks- Competitive Salary: We value your hard work with a competitive market salary
- Generous Annual Leave: Take plenty of time to recharge with 25 days holiday, plus extra days as you grow with us
- Annual Leave Purchase Scheme: Need more time to relax? Purchase up to 5 additional days leave per annum
- Birthday Leave: Celebrate YOU by taking your birthday off
- Length of Service Rewards: Enjoy rewards like bonuses, extra leave, and paid sabbaticals for your dedication
- Company Pension Scheme: Secure your future with our Company pension scheme
- Perkbox Perks: Treat yourself with discounts, cashback, and wellness benefits
- Fully Remote Model: Enjoy the flexibility of working 100% remotely, from wherever you are in the UK - no office required!
- Employee Wellbeing: We’ve got your back with EAP, eye tests, flu vouchers, and excellent sick pay if you’re ever unwell
- Personal Development: We invest in you with tailored training and career growth
- Employee Referral Scheme: Get rewarded for bringing great talent to our team.