Director, Global Customer Support

SymphonyAI

Software Companies

London - Großbritannien

Manager / Team Leader

Experteer Overview

In this Director role, you will lead global 24x7 application support and SaaS operations for a regulated financial services client base, driving reliable service and executive-level governance. You will manage a team of Service Delivery Managers and partner with Product, Engineering, Sales, and Customer Success to align delivery with product roadmaps and commercial goals. You will push an AI-first agenda to automate and accelerate resolutions while standardising services across regions. This role offers impact through scaling a mature enterprise software business, improving customer outcomes, and driving efficiency globally.

Responsibilites

Lead 24x7 global application support and SaaS operations teams to ensure compliant, reliable service for financial services clients
Manage and develop Service Delivery Managers responsible for contracted outcomes and executive relationships
Design and enforce ITIL-aligned processes and global standards across regions
Own the global service catalogue, SLAs, and engagement models with localized enablement
Drive AI-first initiatives via AI, automation, and analytics to reduce manual work and improve predictability
Oversee service management tooling (emphasizing Jira Service Management) and automate workflows
Establish KPI frameworks and governance rhythms (QBRs, MBRs) with stakeholders and strategic clients
Act as senior escalation point for major incidents and high-impact client issues
Collaborate with Product, Engineering, Sales, and Customer Success to align delivery with roadmaps and commitments
Define, standardise, and scale new service offerings to support growth targets
Build and sustain a high-performing, diverse global team with succession planning
Develop global operating model to standardize services and enable growth

Key requirements

10+ years in customer support, service delivery, or customer experience in enterprise software / SaaS for global financial services or similarly regulated industries
5+ years in a senior leadership role managing global 24x7 teams
Proven ownership of ITIL-aligned service management with formal ITIL certification
Hands-on experience with service management platforms, ideally Jira Service Management, including SLA/workflow configuration
Demonstrated success using AI, automation, and data to improve efficiency and client satisfaction
Experience standardising services across regions and scaling offerings in a growing, established organization
Strong track record engaging senior stakeholders at major financial institutions during incidents and escalations
Excellent leadership, communication, and change-management skills, with ability to influence at the C-suite

leadership communication change management ITIL-aligned service management ITSM tooling Jira Service Management

Description

In this Director role, you will lead global 24x7 application support and SaaS operations for a regulated financial services client base, dri…

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