Director of Support & Operations

Hansen Technologies

Software Companies

02630 Espoo - Finnland

Manager / Team Leader

Experteer Overview

Senior operational leader responsible for building and scaling Nordic support and operations to deliver a trusted, customer-centric service. You will own the regional operating model, establish service standards and escalation governance, and partner with product, engineering, and delivery teams to improve reliability and visibility. This role focuses on sustainable growth, proactive issue prevention, and data-driven improvement. You will lead leaders, foster a calm, solutions-focused culture, and report insights to shape the future of support and operations.

Responsibilites

Own and evolve the Nordic support operating model, including service standards, SLAs, escalation paths, and governance
Act as senior escalation owner for complex, high-impact customer issues
Drive a proactive service culture to reduce repeat issues and preventable escalations
Oversee operational frameworks for stable, reliable service delivery
Partner with Product, Engineering, Delivery, and Account teams to reduce friction and improve outcomes
Strengthen operational resilience through structured incident management and reviews
Own regional tooling for support and operations
Define and track KPIs on service performance, workload trends, and customer impact
Use data to identify patterns and drive targeted improvements including automation and standardisation
Lead and develop senior Support and Operations leaders
Build accountability, capability, and succession within the organisation
Foster a calm, customer-oriented, solution-focused culture in high-pressure situations
Provide senior leadership with operational insight and recommendations
Ensure customer feedback and operational data inform product and service evolution
Contribute to longer-term support and operations strategy as the business scales

Key requirements

Experience building, scaling or transforming support and operations functions
Strong command of SLAs, escalation frameworks, and incident management
Data-driven mindset using KPIs and performance insight
Credibility as a senior interface between customers and internal teams
Ability to lead leaders, develop successors, and build high-performing teams
Calm, structured approach in high-pressure situations
Fluency in English
Experience in regulated or complex industries and regional operating models is advantageous

calm under pressure customer-centric mindset leadership of senior teams SLA management incident management process KPIs and performance analytics

Description

Senior operational leader responsible for building and scaling Nordic support and operations to deliver a trusted, customer-centric service.…

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