Director, Global Customer Support

SymphonyAI

Software Companies

SE1 London (South) - Großbritannien

Manager / Team Leader

Experteer Overview

As Director, Global Customer Experience, you will lead 24x7 SaaS operations and a global team of Service Delivery Managers to deliver compliant, reliable post-sales support for regulated financial institutions. You will standardise global processes, drive an AI-first support strategy, and align service delivery with product and commercial goals. You’ll own the service catalogue and SLAs, oversee governance with clients, and collaborate with Product, Engineering, Sales, and Customer Success to scale offerings. This is a high-impact, strategic leadership role at a growing enterprise software business.

Responsibilites

Lead global 24x7 application support and SaaS operations teams for regulated financial services clients.
Develop and manage Service Delivery Managers responsible for contracted outcomes, executive relationships, and governance.
Design and enforce ITIL-aligned processes and global standards across regions.
Own the global service catalogue, standardise offerings and SLAs, enabling localized adaptations.
Drive an AI-first agenda using AI, automation, and analytics to improve resolution speed and predictability.
Optimise service management tooling (emphasising Jira Service Management) with workflows, automations, and reporting.
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.
Partner with Product, Engineering, Sales, and Customer Success to align delivery with roadmap and commercial objectives.
Define and scale new service offerings (premium support, managed services, advisory) to support growth.
Build and sustain a high-performing, diverse global team with succession planning.

Key requirements

10+ years in customer support, service delivery, or customer experience within enterprise software / SaaS in regulated financial services.
5+ years in a senior leadership role leading global, 24x7 teams in high-pressure environments.
Proven ownership of ITIL-aligned service management with formal ITIL certification.
Hands-on experience with Jira Service Management or similar service management platforms, including SLA/configuration and automations.
Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction.
Experience standardising services across regions and scaling offerings in a growing, established organisation.
Strong track record engaging senior stakeholders at major financial institutions during incidents and escalations.
Excellent leadership, communication, and change-management abilities with C-suite influence.

strong leadership clear communication change management ITIL ITSM tooling Jira Service Management

Description

As Director, Global Customer Experience, you will lead 24x7 SaaS operations and a global team of Service Delivery Managers to deliver compli…

Weltweit über 1 Mio. Spitzenpositionen mit Gehaltsbenchmark
Lassen Sie sich diskret von Headhuntern finden und kontaktieren
Exklusiv für Senior Professionals und Executives