About this role
Salary: £75,000 - 90,000 per year
Requirements: Significant experience leading service delivery functions, including IT support or managed services.Experience managing multiple teams through Team Leads or equivalent leadership roles.Demonstrable success improving service performance and customer satisfaction.Experience working in ITIL-based service management environments.Strong stakeholder management and customer-facing leadership experience.Experience managing escalations, major incidents and operational governance.Proven ability to drive organisational change and continuous improvement.Strong commercial awareness and understanding of service profitability.Exceptional leadership and people development capabilities.Strong communication and influencing skills.Strategic thinking combined with operational execution.Data-driven decision-making and performance management.Excellent problem-solving and organisational skills.Ability to build credibility with customers, colleagues and senior leadership teams.ITIL certification is of particular interest.Experience supporting IBM Maximo Application Suite (MAS), TRIRIGA, MREF or enterprise asset management platforms is of particular interest.Experience in managed services, facilities management or digital asset management sectors is of particular interest.Experience implementing service management tooling and automation solutions is of particular interest. Responsibilities: Own service performance, quality and customer outcomes across our support services.Ensure we meet contractual commitments, service levels and operational targets.Provide senior oversight of incident, problem and change management activities.Act as the final escalation point for major service issues and customer concerns.Drive service consistency, stability and operational excellence across support teams.Lead and develop Support Team Leads and wider support teams.Define organisational structures, roles, responsibilities and operating models.Build capability across analysts, specialists and team leaders.Foster accountability, collaboration, coaching and continuous learning.Support recruitment, succession planning and workforce development.Define and maintain support service standards, processes and governance frameworks.Develop and execute a support services roadmap aligned with business objectives.Establish KPIs, service reporting and performance measurement frameworks.Ensure adherence to ITIL-aligned best practice and organisational standards.Drive compliance with security, audit and operational requirements.Identify opportunities to improve service quality, efficiency and customer experience.Lead automation, tooling and process improvement initiatives.Drive root cause analysis and problem management activities.Improve service maturity through innovation, standardisation and best practice adoption.Champion continual service improvement across the organisation.Build trusted relationships with key customers and senior stakeholders.Lead service reviews and executive-level customer discussions.Collaborate with delivery, project and technical teams to ensure seamless service outcomes.Translate customer requirements into scalable support capabilities.Communicate service performance, risks and improvement opportunities effectively.Manage support service budgets and cost-to-serve performance.Drive resource planning, utilisation and operational efficiency.Support bids, proposals and service design for new and existing customers.Contribute to the growth and profitability of our support services business.Identify opportunities to enhance customer value and expand service offerings.In the first 12 months, establish clear standards, governance and performance measures; improve customer satisfaction and service performance; strengthen leadership capability; drive measurable service improvement and operational efficiency; create a scalable support model; and build a culture focused on accountability, customer success and continuous improvement. Technologies: IBMSupportITILSecurityEAM More:
We are a leading provider of digital asset and facilities management solutions across the UK and Ireland, helping organisations transform how they manage 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 lead our growing support services practice. This is a permanent senior leadership role in our Support Services business, reporting to the Commercial Director. The role is hybrid, based in Birmingham, UK; office attendance is negotiable and may be needed for meetings and team or company events, with potential customer travel. The salary is £75,000–£90,000 depending on experience, plus a performance-related bonus and benefits. We offer the opportunity to shape a growing practice, influence strategic decisions, work with leading technologies and join a collaborative, ambitious leadership team, with professional development opportunities.
last updated 42 week of 2026