Regional Technical Support Delivery Manager

Your new company
This exciting client is exclusively using Hays to hire a Regional Technical Support Delivery Manager to lead frontline support execution across a designated region. This role is fundamental to their support delivery strategy-ensuring timely, high-quality support through clear operational oversight, team performance management, and hands-on execution.

This is not a technical contributor role; it is a people's leadership role, with a strong emphasis on performance management, quality oversight, and day-to-day support delivery execution across a designated region. Candidates must come in with a proven track record of leading frontline support teams in fast-paced environments.

As a Delivery Leader, you will manage a team of Technical Support Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with your global peers, Product, and Support Operations, to continuously raise the bar on operational excellence and user outcomes.

The Role:

You will own daily support execution for your region, ensuring consistent performance against operational goals and SLAs as well as managing and optimising staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning.
You will ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations as well as lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigour, and delivery.
The successful person will conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency and implement and reinforce global support workflows, documentation practices, SOPs, and case management standards.

What you will need to succeed:

Leadership experience which includes a minimum 5 years in a people leadership role within a technical support or customer support organisation. The successful person must have directly managed support specialists and/or senior-level agents-not just led projects or been a team lead without direct reports.

Support Delivery Management

Demonstrative experience owning support availability, queue management, and performance against SLAs and experience balancing coverage planning and team utilisation, ideally with global or regional scope.

Performance

Coaching and Accountability

The successful applicant must have managed structured 1:1s, performance reviews, and coaching plans and have experience with implementing performance improvement plans (PIPs), not just informal coaching.

Operational Rigour

You must be comfortable managing metrics like FRT, CSAT, escalation rates, resolution time, and driving continuous improvement and have a familiarity with support SOPs, ticket workflows, and adherence to quality standards.

Escalation

Ownership

You will have handled customer escalations directly and navigated cross-functional resolution in partnership with Product or Engineering.

Bias for Action

Strong organisation and execution skills, with a clear ability to drive outcomes in a fast-paced, service-oriented environment.

It is highly desirable to have experience of leading support delivery teams in SaaS or enterprise software environments and a working knowledge of CRM systems and technical troubleshooting processes.
Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management and an understanding of workforce forecasting, support analytics, and case routing logic is highly desirable.

What you get in return:

This role operates on a hybrid model, with a mix of remote work and in-office collaboration at their Solihull location, specifically, working in-office (3) days per week.

28 days holiday

UK Pension Scheme

Private medical and dental insurance

Health & Wellness Reimbursement Program - USD $150 per quarter (global program)

Unpaid sabbatical leave

Educational Resources - Career & Personal Development Program

Various discount programs (ie travel, virtual exercises classes, etc.)

We are a merit-based company with an annual merit review cycle

Macbook Pro laptop

What you need to do now:
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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