Global Head of Managed Services & SaaS Support

TMD (TransMedia Dynamics) Ltd.; United Kingdom; On-site; GBP 80,000 - GBP 120,000; Full time

Job summary

A leading technology company in the United Kingdom is looking for a Head of Maintenance & Managed Services (MMS) to oversee customer support and Managed Services. You will define and implement service strategies, manage team escalations, and ensure high-quality operational support. The ideal candidate has a relevant degree and over 5 years of leadership experience in a software support environment, preferably in SaaS or Broadcast industries. This role requires excellent communication skills and a deep understanding of technical support processes.

Qualifications

• Min. 5 years working in a software support environment, with previous leadership experience.
• Strong understanding of agile and standards-compliant support processes (for example ITIL).
• Understanding and experience with SOC 2 Type 2 approvals.

Responsibilities

• Develop an agile and standards-compliant Managed Services process to improve customer satisfaction.
• Own end-to-end contract renewals leveraging support performance and customer insights.
• Provide quarterly analysis of ongoing Managed Services performance metrics.

Skills

Excellent communication skills

Strong facilitation skills

Understanding complex business solutions

Education

Bachelor’s or Master’s degree in computer science, information systems, or related

Tools

JIRA

YouTrack

Zendesk

Job description

A leading technology company in the United Kingdom is looking for a Head of Maintenance & Managed Services (MMS) to oversee customer support and Managed Services. You will define and implement service strategies, manage team escalations, and ensure high-quality operational support. The ideal candidate has a relevant degree and over 5 years of leadership experience in a software support environment, preferably in SaaS or Broadcast industries. This role requires excellent communication skills and a deep understanding of technical support processes.