About this role
Salary: £80,000 - 100,000 per year
Requirements: Proven experience as an Application Support Manager, Head of Support, or Director-level leaderStrong background within a fast-paced startup or scale-up environmentExperience in SaaS and/or ISV partner ecosystems is highly desirableDemonstrated success in building or transforming support functionsStrong leadership and stakeholder management skillsDeep understanding of support tooling, automation, and service management frameworks such as ITILCommercial awareness with the ability to align support strategy to business goals Responsibilities: Lead and evolve our application support function, aligning it with business growth and customer expectationsDesign and implement scalable support processes, SLAs, and KPIsBuild, mentor, and inspire high-performing support teamsDrive transformation initiatives, including tooling, automation, and service improvementPartner cross-functionally with Product, Engineering, and Customer Success teamsEstablish best-in-class incident, problem, and change management practicesDeliver a customer-centric support experience with measurable outcomes Technologies: SupportITIL More:
We are partnering with a high-growth, technology-driven organisation to appoint an experienced Application Support Manager / Director. This is a pivotal leadership role for someone who thrives in fast-paced, evolving environments and has a proven track record of building, transforming, and scaling application support functions from the ground up. The role is based in Cambridge/London on a hybrid basis and offers a competitive salary, bonus, and benefits.
last updated 29 week of 2026