Head of Product Support
Posted 14/05/2024 by Culina Group
Due to continued growth, we are now seeking a Head of Product Support to join our IT Department at our Rugby site.
As Head of Product Support You will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company.
This is a full time, permanent position working Monday to Friday 9am to 5pm offering a competitive salary and package with the opportunity to work for a forward thinking market leader.
Job responsibilities of Head of Product Support include:
Product Support
- Develop and implement a comprehensive support strategy aligned with business goals and customer needs.
- Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products.
- Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution.
- Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly.
Service Level Agreements (SLAs)
- Define and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met.
- Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.
Incident Management
- Lead the investigation and resolution of product-related incidents and outages, working
closely with cross-functional teams to minimize downtime and restore services quickly.
- Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence.
- Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels.
Team Management
- Lead and manage a team of product support specialists, providing coaching, mentoring and performance management.
- Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery.
- Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members.
Communication and Coordination
- Serve as a liaison between business users, development teams, infrastructure teams, and external vendors. ·
- Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams.
- Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders. Continuous Improvement
- Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness.
- Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed.
- Type:
- Permanent
- Contract Length:
- N/A
- Contact Name:
- Login or register to view
- Job Reference:
- 406000235590338
- Job ID:
- 1258000000000281766
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