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Harty Search & Selection

Head of Global Software Support Services

Harty Search & Selection

  • Cork / Limerick / Tipperary
  • See description
  • Permanent full-time
  • Updated 07/10/2017
  • Liam McDonnell
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Our client, a highly successful & dynamic enterprise software solutions company seeks a Head of Global Software Support Services with desire and ambition to lead a Global business team.


Our client is a highly successful and dynamic enterprise software solutions company based in the Midwest.  Harty Search & Selection has been engaged to source a high caliber Head of Global Software Support Services who has the desire and ambition to lead a Global business team, deliver revenue opportunities, and develop innovative services, which will deliver significant value for and established client base.


Reporting to the Director of Business Processes and Systems, this position will be based at HQ in Limerick, but would require up to 30% travel due to the global nature of the role.   The primary areas of responsibility are;


1)     Support Services.  2) Value added Services 3)  Inside Delivery


 Main Responsibilties;


-        Develop and manage multi-channel/modal support delivery, including customer self-service, customer community, mobile and social media


-        Manage the goals, processes, and business KPIs regarding organizational performance in order to optimize customer satisfaction and the customer experience


-        Develop processes that exceed customer expectations that support delivery and specific reporting on operations metrics


-        Manage centralisation of global Technical Customer Support Services


-        Create and maintain a feedback loop integrated to the Product Management and Professional Services teams to improve service delivery, product performance and functionality


-        Manage day to day Cloud operations, ensuring customers experience highest levels of performance and availability as defined under SLA’s



Manage inside delivery projects to customers where installation, configuration and training can all be managed remotely.


Other duties include:


-        Manage the performance and development of the Support Services and employee's individual performance objectives


-        Lead, develop and empower employees to take responsibility for their jobs, goals and development


-        Ensure continuous improvement of processes and procedures and provide Management and Operational Reporting to key Stakeholders


-        Support functional teams to build strong relationships with the end customer




The ideal candidate will be:

-        Experienced in managing teams of software support professionals in a cloud or SaaS environment


-        Technically competent in SQL server or Oracle and database administration, mobile communications software

-        Possess verifiable influencing and relationship management skills.


-        willingness to "think outside the box" in meeting and exceeding our Customer expectations


-        Commerically astute, but process oriented, and can lead the team in developing systems solutions to meet business needs


-        A strong communicator with an ability to deal with all levels of clients in a confident and professional manner


-        A team player who has demonstrated the ability to build relationships, collaborate and engage with colleagues cross functionally to build the business


-        Proven in developing innovative thinking and solutions in response to market and business challenges



Experience Required:


-        7+ years’ experience leading global teams of software support professionals in a cloud or SaaS environment


-        leading a Revenue Generating BU


-        managing teams of product support professionals


-        Face to face customer centric relationships


-        strategy formulation and implementation


-        change management 




Contact Liam McDonnell of Harty Search & Selection on 061 414533 for more information.

Ref: 552
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