About this role
Salary: £75,000 - 90,000 per year
Requirements: Significant experience leading service delivery functions, including IT support or managed servicesExperience managing multiple teams through Team Leads or equivalent leadership rolesDemonstrated success improving service performance and customer satisfactionExperience in ITIL-based service management environmentsStrong stakeholder management and customer-facing leadership experienceExperience managing escalations, major incidents and operational governanceProven ability to drive organisational change and continuous improvementStrong commercial awareness and understanding of service profitabilityExceptional leadership and people development capabilitiesStrong communication and influencing skillsStrategic thinking combined with operational executionData-driven decision-making and performance managementExcellent problem-solving and organisational skillsAbility to build credibility with customers, colleagues and senior leadership teamsITIL certification is of particular interestExperience supporting IBM Maximo Application Suite (MAS), TRIRIGA, MREF or enterprise asset management platforms is of particular interestExperience in managed services, facilities management or digital asset management is of particular interestExperience implementing service management tooling and automation solutions is of particular interest Responsibilities: Lead our application support and managed services function, with accountability for team leadership, customer satisfaction, service performance and profitability across our IBM Maximo and TRIRIGA customer portfolioOwn overall service performance, quality and customer outcomes across support servicesEnsure delivery of contractual commitments, service levels and operational targetsProvide senior oversight of incident, problem and change management activities, and act as the final escalation point for major service issues and customer concernsDrive service consistency, stability and operational excellence across support teamsLead and develop Support Team Leads and wider support teams; define structures, roles, responsibilities and operating modelsBuild team capability and foster accountability, collaboration, coaching and continuous learningSupport recruitment, succession planning and workforce developmentDefine and maintain service standards, processes and governance frameworks, and develop a support services roadmap aligned with business objectivesEstablish KPIs, reporting and performance measurement frameworks; ensure adherence to ITIL-aligned practices, organisational standards, security, audit and operational requirementsIdentify and lead opportunities to improve service quality, efficiency and customer experience, including automation, tooling and process improvementsDrive root cause analysis, problem management, service maturity and continual improvementBuild trusted relationships with customers and senior stakeholders; lead service reviews and executive-level customer discussionsCollaborate with delivery, project and technical teams to provide seamless service outcomes, and translate customer requirements into scalable support capabilitiesCommunicate service performance, risks and improvement opportunities effectivelyManage support service budgets and cost-to-serve performance; drive resource planning, utilisation and operational efficiencySupport bids, proposals and service design for new and existing customersContribute to the growth and profitability of our support services business, identifying opportunities to enhance customer value and expand our offerings Technologies: IBMSupportITILSecurity More:
We are a leading provider of digital asset and facilities management solutions across the UK and Ireland and an IBM Platinum Partner. We help organisations transform the management of assets, workplaces, facilities and infrastructure through IBM Maximo Application Suite (MAS), TRIRIGA, MREF and related services. We are seeking a Head of Support Services to shape and lead our growing support function, reporting to the Commercial Director within our Support Services business. This is a permanent senior leadership role based in Birmingham, UK, with hybrid working; office attendance is negotiable and may be required for meetings and team or company events, with some potential customer travel. Salary is £75,000–£90,000 depending on experience, plus a performance-related bonus and benefits. We offer the opportunity to influence strategic decisions, work with leading technologies and join a collaborative, ambitious leadership team, with professional development opportunities. In the first 12 months, the role is expected to establish standards and performance measures, improve customer and service outcomes, strengthen team leadership, deliver measurable operational improvements and create a scalable support model that supports our continued growth.
last updated 41 week of 2026