Head of Support

Head of Support Are you an experienced support leader ready to lead global SAP, Oracle & PeopleSoft support services? If you thrive in fast-paced enterprise environments and are passionate about operational excellence, customer success, and leading high-performing teams, we want to hear from you! __________________________________________________________________________________________ About the role: We’re looking for a Head of Support to lead the global delivery of Third-Party Support and Application Managed Services (AMS) across SAP, Oracle, and PeopleSoft environments. This leadership role focuses on operational excellence, customer success, service scalability, security governance, and continuous improvement across a fast-growing global support organisation. You’ll play a critical role in shaping support strategy, leading global teams, driving service innovation, and ensuring customers receive responsive, secure, and high-quality support services across complex enterprise landscapes. What you’ll be doing: As a Head of Support, you’ll be: Leading global support operations across SAP, Oracle, and PeopleSoft customer environments Driving service delivery excellence across Third-Party Support and AMS functions Managing major incidents, escalations, customer communications, and operational governance Overseeing 24x7 global support operations, follow-the-sun models, and resource planning Leading continuous improvement initiatives across support processes, tooling, automation, and service scalability Managing enterprise security tooling and managed security services, including Trend Micro Deep Security, Waratek, and Trellix Driving compliance and governance activities aligned to ISO9001 and ISO27001 standards Partnering with Sales, Customer Success, Operations, HR, and Delivery teams to support customer growth and operational performance Supporting pre-sales activities, customer workshops, RFPs, and operational assessments Leading, mentoring, and developing high-performing global teams across multiple regions and disciplines. What we’re looking for: To succeed in this role, you should have: Extensive experience leading enterprise application support services across SAP, Oracle, and/or PeopleSoft environments Strong background in Third-Party Support, Application Managed Services (AMS), or global managed services delivery Proven experience managing large-scale global support operations and customer-facing service delivery teams Strong understanding of ITIL service management and operational governance frameworks Experience managing enterprise security tooling, operational security services, and customer escalations Commercially aware with the ability to balance customer satisfaction, operational quality, scalability, and profitability Strong leadership, communication, stakeholder management, and team development skills Experience leading geographically distributed teams across multiple time zones Comfortable operating in fast-paced, high-growth, customer-focused enterprise environments Experience working within ISO9001 and ISO27001 governed organisations is highly desirable. Interview process: Our hiring process is designed to be efficient and transparent. Here's what to expect: Screening Call – A friendly chat with our Talent Acquisition team to get to know you and discuss the role Hiring Manager Interview – Your chance to showcase your skills, experience, and ask us any questions about the role and team Team Interview – Get to meet with other team members, dive into the exciting projects you’ll be working on, and experience the collaborative energy that drives our success! Final HR Interview – A deeper conversation to understand your values, ensure a great cultural fit, and discuss the next steps. Benefits and perks: We offer a competitive salary and a comprehensive benefits package, including: Competitive Salary: We value your hard work with a competitive market salary Generous Annual Leave: Take plenty of time to recharge with 25 days holiday, plus extra days as you grow with us Annual Leave Purchase Scheme: Need more time to relax? Purchase up to 5 additional days leave per annum Birthday Leave: Celebrate YOU by taking your birthday off Length of Service Rewards: Enjoy rewards like bonuses, extra leave, and paid sabbaticals for your dedication Company Pension Scheme: Secure your future with our Company pension scheme Perkbox Perks: Treat yourself with discounts, cashback, and wellness benefits Fully Remote Model: Enjoy the flexibility of working 100% remotely, from wherever you are in the UK - no office required! Employee Wellbeing: We’ve got your back with EAP, eye tests, flu vouchers, and excellent sick pay if you’re ever unwell Personal Development: We invest in you with tailored training and career growth Employee Referral Scheme: Get rewarded for bringing great talent to our team. About Support Revolution: At Support Revolution, we help organisations break free from overpriced software support and forced upgrades, slashing maintenance costs while delivering superior service. Our mission is to empower businesses to reallocate savings into innovation, fuelling their growth. If you’re ready to be part of a fast-growing, forward-thinking company, join us and be part of the revolution! For more details, click here. (Note: Support Revolution does not accept unsolicited CVs from agencies.) By submitting your application, you consent to Support Revolution processing your personal data in accordance with our privacy policy, and for the purpose of recruitment for current and future roles. You can withdraw consent at any time. Apply To This Job