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Head of Support Services

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Microlise

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Location:
United Kingdom , Nottingham

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

75000.00 GBP / Year
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Job Description:

At Microlise, we’re looking for an exceptional Head of Support Services to define and lead our next generation of customer service strategy. This is a high-impact leadership role where you will transform our service model from reactive to proactive - leveraging insight, data, and innovation to create a world-class customer experience. If you’re passionate about driving meaningful change, leading high-performing teams, and delivering measurable customer and commercial outcomes, this is your opportunity to make a real difference.

Job Responsibility:

  • Own and execute the overarching Customer Service strategy, aligned with wider operational, product, and revenue goals
  • Lead transformational initiatives including automation, self-service, demand reduction, and proactive monitoring
  • Define and implement a clear target operating model with strong governance, ownership, and accountability
  • Champion continuous improvement using data, Lean principles, and root cause analysis
  • Take full ownership of customer metrics including NPS, CSAT, CES, retention, and churn risk
  • Act as senior escalation lead for critical customer issues and major incidents
  • Embed a true customer-first culture across all service teams
  • Turn Voice of the Customer insights into tangible improvements
  • Lead end-to-end service management (Incident, Problem, Change & Major Incident)
  • Ensure SLA compliance, performance transparency, and robust reporting
  • Oversee service continuity, resilience, and risk management
  • Embed consistent, scalable, and repeatable service processes
  • Lead, coach, and develop multidisciplinary teams across geographies
  • Build a strong talent pipeline and future capability strategy
  • Set clear objectives and foster a culture of accountability and growth
  • Inspire continuous learning and improvement
  • Partner with Product, Engineering, Sales, and Delivery teams to enhance service readiness and early-life support
  • Ensure seamless transition from delivery into BAU support
  • Provide insight into cost-to-serve, service risk, and improvement opportunities
  • Drive optimisation of service management platforms and tools

Requirements:

  • Proven leadership of large-scale customer service / service operations
  • Strong track record delivering service transformation and operating model change
  • Deep customer experience expertise with a focus on value creation
  • Commercially astute, balancing customer outcomes, cost, and risk
  • Excellent stakeholder management and executive communication skills
  • Highly data-driven, translating insight into action
  • Experience with ServiceNow, Lean, and ITIL frameworks
  • IT service desk leadership experience with broad technical understanding (ITSM, OS, networking)
  • Strong knowledge of ITIL processes (incident, request, change)
  • Demonstrated delivery of measurable outcomes in complex environments
  • Strong critical thinking, judgement, and decision-making capability
  • Ability to engage, influence, and align stakeholders at all levels
  • Proven relationship-building across teams and functions
  • Resilient and adaptable in fast-changing environments
What we offer:
  • Full support and training to ensure you are well equipped to succeed in your role
  • Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
  • 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
  • Life Assurance, 4 times your annual salary
  • Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
  • Invested in employee health and well-being with over 20 mental health first aiders in the business
  • Employee Assistance Programmes
  • Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
  • Free Microlise Cresswell Racing Tickets, support British Superbikes
  • Executive Box at Motorpoint Arena Nottingham
  • Great Place to Work™ certified – We have been recognised by the global authority on workplace culture, so come be a part of our success
  • Best Workplace in the UK™ for Development, Technology, Wellbeing and Women
  • car allowance

Additional Information:

Job Posted:
May 13, 2026

Expiration:
June 07, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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