Global Support Manager

We are hiring a Global Support Manager to be a strategic senior manager/leader with experience developing global support teams - they will have overall responsibility for 1st, 2nd and 3rd line support, as well as Incident Management. This is a new role.

We are looking for someone who can input and drive the support strategy, as part of developing and delivering a 24/7 global support model across multiple times zones and languages.

We want to retain the key practices and culture we've developed in the teams whilst progressing towards operational excellence which will require a careful balanced approach 

We're looking for an experienced individual for this dynamic and evolving role, who has a continuous improvement mindset, strong attention to detail, and high standards. You should have an inquisitive mindset and the drive to take ownership of the team, ensuring top-quality support is delivered consistently to customers.

Some of your responsibilities will include:

• Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)
• Developing a new target operating model for support and own the implementation, measurement and continual improvement of the model
• Managing, developing, and training the support teams, in line with new operating model
• Owning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regions
• Leading globalisation of service desk, and driving operational excellence through scalability
• Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency
• Ensuring all processes are thoroughly documented, consistently audited, and regularly improved
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Leading the strategic relationships with 3rd parties, such outsourced suppliers
• Creating management information reports, developing KPIs and managing departments budget, liasising with both internal and external stakeholders
• Facilitating customer workshops and pre-sales opportunities / RFPs relating to support

Requirements

You will need to bring:

• Experience in a similar role, managing and building global support capabilities
• A good technical understanding of information technology
• Proven ability to communicate with stakeholders at all levels
• Proven ability to simplify complex information and report on this to a non-technical audience
• Strong understanding of ITIL 

We’d like it if you could bring:

• An ITIL qualification

Benefits

• Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
• Holidays – We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
• A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay – We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Electric Car salary sacrifice scheme – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Online learning platform –We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
• Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• Charity giving – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.