Head of Product Support
$60k - $150kFull-time
Davies
Role Description
The Head of Product Support will establish and lead a global, standardised Product Support function within Enterprise IT, consolidating currently fragmented application support teams into a single accountable capability. This function will act as the first point of engagement for all product-related incidents and requests, ensuring effective triage, resolution, and routing across Product Support, Service Operations, and Product Engineering. The role is critical to closing a structural gap in application-layer accountability, improving service clarity, and enabling a scalable, efficient global support model aligned to Enterprise IT strategy.
- Product Support = First-line for application issues (incidents & requests)
- Service Desk (Service Operations) = first-line for end-user IT issues
- Service Operations = owns major incident management and infrastructure/platform recovery
- Product Teams = own restoration of applications into functioning business services
- Product Support = triage, coordination, and resolution at application layer (not engineering ownership)
Qualifications
- Proven leadership of application / product support at scale (multi-region preferred)
- Strong understanding of:
- Incident, request, and problem management (ITIL-aligned)
- Triage models and escalation frameworks
- Experience standardising fragmented support models across multiple teams
- Experience implementing or operating ServiceNow (or equivalent ITSM platform)
- Strong stakeholder management at senior and executive level
- Demonstrated ability to lead organisational consolidation and transformation
Requirements
- Experience across both:
- Infrastructure / Service Operations
- Product / application support or engineering
- Experience in federated organisations moving to centralised models
- Exposure to global operating models and cost optimisation initiatives
Benefits
- Strong ownership of end-to-end application service outcomes
- Comfortable enforcing standards across diverse teams and regions
- Pragmatic and execution-focused (not theoretical transformation)
- Data-driven, with focus on measurable improvement
- High credibility across both technical and business stakeholders
Success Measures (Indicative KPIs)
- % of product support teams consolidated under Enterprise IT
- Reduction in duplicated tooling and processes
- Improvement in:
- First-time fix rate
- SLA adherence
- Time to triage and correct routing
- Reduction in recurring incidents
- Improved product stability and up-time
- Increased visibility of product-level performance
- Contribution to overall cost-to-serve reduction
- % of automated (including self-service) incidents and requests
- End user and business satisfaction, including CSAT
Vacancy posted 7 days ago
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