Define and deliver the support operations strategy
Act as the operational escalation point for complex or systemic issues
Ensure the function is efficient, high-quality and measurable
Own and deliver the Support Operations strategy aligned to organisational objectives
Drive service excellence and continuous improvement across support functions
Build robust dashboards and executive reporting across KPIs
Translate operational data into actionable insight for senior stakeholders
Support forecasting models for volumes, resourcing and capacity planning
Own and optimise the support technology stack
Evaluate AI options with Technical Support Operations
Embed quality assurance, knowledge management and feedback loops
Lead and develop the Support Operations team

Requirements

Significant experience leading operations within a software/SaaS customer support environment
Demonstrable experience building and managing data-driven reporting frameworks and SLAs in regulated/public sector contexts
Strong BI capability (Power BI, Tableau or equivalent) and confident translating complex data into clear recommendations
Calm, structured and collaborative - able to create clarity and momentum when priorities shift

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

support operations strategydata-driven reporting frameworksSLA managementcapacity planningquality assuranceknowledge managementAI evaluationforecasting modelsKPI reportingservice excellence

Soft Skills

leadershipcollaborationstructured thinkingcalmness under pressurecommunicationproblem-solvingadaptabilitystrategic thinkingteam developmentstakeholder management