Head of Application Support

I am currently recruiting for an experienced and passionate individual to fulfil the role of Head of Application Support, to lead the delivery and support of a suite of cloud-hosted software solutions across multiple products and clients. You’ll oversee support teams across UK and European offices, ensuring exceptional service standards, strong client relationships, and continuous operational improvement.

This is a hands-on leadership role that blends service delivery expertise, ITIL-driven process management, and people leadership.

Key responsibilities of the role:

• Lead and manage support teams, driving a culture of accountability, collaboration, and innovation.
• Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met.
• Manage Jira Service Desk operations, incident resolution, and root cause analysis.
• Build insightful Power BI dashboards to track and report on service performance.
• Act as the primary point of contact for service-related issues, managing client relationships and expectations.
• Ensure compliance with ISO 27001 standards and develop risk mitigation strategies.
• Drive continuous improvement initiatives to optimise processes and enhance customer satisfaction.

Experience required:

• 5+ years’ experience in service delivery management in SaaS, cloud, or enterprise software environments.
• Strong expertise in ITIL processes, incident management, and RCA.
• Proficient in Jira Service Desk, Power BI, and familiar with ISO 27001 frameworks.
• Excellent communicator with proven stakeholder management and team leadership skills.
• Holds a relevant degree (IT, Business, or similar) – certifications such as ITIL, ISO 27001, PMP, or CSM are a plus.

What’s on offer:

• A leadership role with real impact on client satisfaction and operational success.
• A collaborative and supportive culture where initiative and innovation are valued.
• Hybrid, (weekly office/home split), working model with regular opportunities to travel and engage with clients.

If you are a strategic thinker with a hands-on approach to service delivery and team leadership, I would love to hear from you.