Director, Global Customer Support

Introduction

The Director, Global Customer Support will lead a global organisation delivering world class application, product & Saas support to tier one and tier two financial services institutions, covering 24x7 application support and a team of Service Delivery Managers responsible for a mission critical SaaS platform.

Role Responsibilities

• Lead global 24x7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients.
• Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts.
• Design, implement, and enforce ITIL aligned processes and global standards across all regions, ensuring consistency, auditability, and service excellence.
• Own the global service catalogue and support model, standardising offerings, SLAs, and engagement models while enabling localisation where appropriate.
• Drive an AI first agenda across support and service delivery, using AI, automation, and analytics to reduce manual effort, accelerate resolution, and improve predictability.
• Own and optimise service management tooling (with emphasis on Jira Service Management), ensuring mature use of workflows, SLAs, automations, integrations, and reporting.
• Establish clear KPI frameworks and governance rhythms (QBRs, MBRs) with internal stakeholders and strategic clients.
• Serve as senior operational escalation point for major incidents and high impact client issues, including communication with senior client and internal executives.
• Partner with Product, Engineering, Sales, and Customer Success to align service delivery with product roadmap, customer commitments, and commercial objectives.
• Define, standardise, and scale new service offerings (e.g. premium support tiers, managed services, advisory offerings) to support growth targets.
• Build and sustain a high performing, diverse global team, developing succession plans and leadership capability across regions.

Experience and Qualifications

• Significant experience (10+ years) in customer support /service delivery within enterprise software / SaaS, serving global financial services or similarly regulated industries.
• At least 5 years in a senior leadership role (Senior Manager / Director) managing global, 24x7 teams in time pressured environments.
• At least 5 years in a senior leadership role (Senior Manager / Director) managing product / application support.
• Proven ownership of ITIL aligned service management, with formal ITIL certification (Level 4 is a must have).
• Hands on experience with service management platforms (ideally Jira Service Management) including configuration of SLAs, workflows, queues, and automations.
• Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction.
• Experience standardising services across regions and scaling support / service offerings in a growing yet established organisation.
• Strong track record engaging senior stakeholders at major financial institutions, including during incidents and complex escalations.
• Excellent leadership, communication, and change management skills, with the ability to influence at C suite level.

Key Competencies

• Operational excellence: Strong command of ITIL, ITSM tooling, KPI design, and continuous improvement in high stakes environments
• Customer centric and commercial: Deep understanding of financial services clients' expectations, with a balanced focus on experience, risk, and economics.
• AI first innovator: Comfortably identifies and executes opportunities for AI and automation in support and service delivery.
• Global leadership: Experienced leading distributed teams, building culture, and driving standardisation across multiple geographies.
• Strategic builder: Able to design and grow standardised, profitable service offerings that support enterprise scale growth.

KPIs and Success Metrics

• SLA compliance and reduction in major incidents and critical outages.
• Improvements in response and resolution times, backlog health, and first contact resolution.
• CSAT and NPS for service interactions at or above target levels, with continuous improvement.
• Increased use of self service and AI driven resolutions, while maintaining or improving client satisfaction.
• Introduction of efficiencies and automation to improve margins
• Adoption, profitability, and standardisation of global service offerings across key regions and accounts.