Head of Department

• Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and division objectives.
• Lead and develop the global support team across first, second, and advanced technical support and grow the function in line with portfolio growth.
• Own end-to-end service delivery: including incident, problem, and change management
• Establish, monitor, and report on the KPIs, SLAs, and CSAT/NPS measures that govern support performance
• Provide oversight on complex technical escalations, root cause analysis, and cross-functional resolution across cloud and on-premise environments.
• Partner with Product Management and Engineering on defect lifecycle, prioritisation, customer communication, and feeding service insights back into the product roadmap.
• Own the support customer experience, including service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers.
• Build the knowledge management, self-service, and customer-facing documentation capabilities required to scale the function efficiently.
• Lead adoption of automation, analytics, and AI-driven tooling; including FreshService and equivalent service management platforms
• Recruit, develop, and retain a high-performing support organization
• Provide regular reporting and insight to division leadership on support performance, customer risk, retention impact, and investment priorities.
• Support the integration of newly acquired products into the support operating model as the portfolio evolves.

Global Head of Support managing customer experience and technical teams for software solutions

Global Head of Support

Global Head of Support leading customer support strategy and operations for FoodChain ID's software solutions. Delivering high-quality support to enterprise and mid-market customers globally.

• Lead the full Education Excellence team
• Set the strategic direction for education quality across all sites
• Build infrastructure that enables ECDs to lead with clarity
• Ensure adherence to all Boundless policies and procedures
• Partner with ECDs to resolve escalated family concerns

Head of Education Excellence leading Boundless Education operations globally.

Head of Education Excellence

Head of Education Excellence leading the education strategy across eight global locations for Boundless Education. Ensuring educational quality and operational performance across all sites.

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Global Head of Support

Head of Education Excellence