Manager - Technical End User Support

Veeva Systems; City of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading cloud technology firm is seeking an experienced Manager for the Global Service Center to oversee a technical support team. The successful candidate will foster a supportive team culture, manage complex customer escalations, and implement process improvements. Exceptional leadership and technical skills are essential. This full-time position offers a mid-senior level opportunity in the life sciences domain.

Qualifications

• Minimum of 4 years in Application Support or 1st line support.
• At least 1 year of people-management experience.
• 3+ years with enterprise ticketing systems.
• Proven experience in resolving high-priority escalations.
• Fluent in English, both written and verbal.

Responsibilities

• Lead and manage a team of Technical Support professionals.
• Contribute to customer support and case resolution.
• Oversee daily operations and team scheduling.
• Resolve complex customer escalations.
• Identify process and tools improvements.

Skills

Leadership

Technical understanding

Customer support

Communication

Problem-solving

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Company Overview

Veeva Systems is a mission‑driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest‑growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

We are seeking an experienced and dedicated Manager, Global Service Center to lead a high‑performing team within our organization in Europe. In this role, you will play a critical part in shaping the customer support experience for Veeva’s innovative SaaS solutions, specifically within your assigned product areas.
You will be responsible for fostering a collaborative team environment, driving operational excellence, and ensuring our customers receive world‑class support.
This position requires strong leadership, technical understanding, and a commitment to continuous improvement and team development.

What You’ll Do

• Lead, mentor, and manage a team of Technical Support professionals (end‑user support), ensuring they meet performance goals and adhere to best practices.
• Lead a team while maintaining an active contribution to case resolution.
• Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high‑quality service delivery.
• Utilize a hands‑on approach by dedicating approximately 30% of your time to direct customer support and case resolution.
• Manage and resolve complex customer escalations, collaborating with cross‑functional teams to achieve optimal outcomes.
• Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction.
• Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning.
• Act as a subject‑matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary.
• Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes.

Requirements

• Minimum of 4 years of experience in an Application Support or 1st line support role.
• Minimum of 1 year of proven people‑management experience, specifically with teams supporting cross‑functional or multi‑product environments.
• 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Demonstrated expertise in effectively handling and resolving high‑priority customer escalations.
• Fluent in English (both written and verbal communication).
• An excellent communicator with a creative and solution‑oriented mindset.

Nice to Have

• Knowledge of Zendesk, Jira, and Confluence.
• Life Sciences experience.

Benefits and Diversity

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
We are an equal‑opportunity employer, committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms: gender, race, ethnicity, religion, politics, sexual orientation, age, disability, and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams.
If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [e-mail].

Job Details

Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Customer Service
Industries: Software Development, IT Services, IT Consulting, and Pharmaceutical Manufacturing