Head of Client Support

Salary: £80,000 - 100,000 per year

Requirements:

• Proven experience as an Application Support Manager, Head of Support, or Director-level leader
• Strong background within a fast-paced startup or scale-up environment
• Experience in SaaS and/or ISV partner ecosystems is highly desirable
• Demonstrated success in building or transforming support functions
• Strong leadership and stakeholder management skills
• Deep understanding of support tooling, automation, and service management frameworks such as ITIL
• Commercial awareness with the ability to align support strategy to business goals

Responsibilities:

• Lead and evolve our application support function, aligning it with business growth and customer expectations
• Design and implement scalable support processes, SLAs, and KPIs
• Build, mentor, and inspire high-performing support teams
• Drive transformation initiatives, including tooling, automation, and service improvement
• Partner cross-functionally with Product, Engineering, and Customer Success teams
• Establish best-in-class incident, problem, and change management practices
• Deliver a customer-centric support experience with measurable outcomes

Technologies:

• Support
• ITIL

More:

We are partnering with a high-growth, technology-driven organisation to appoint an experienced Application Support Manager / Director. This is a pivotal leadership role for someone who thrives in fast-paced, evolving environments and has a proven track record of building, transforming, and scaling application support functions from the ground up. The role is based in Cambridge/London on a hybrid basis and offers a competitive salary, bonus, and benefits.

last updated 31 week of 2026