Director, Global Customer Support Full Time NEW

Job Title:

Director, Global Customer Support

Overview:

The Director, Global Customer Support will lead a global organisation delivering world‑class application, product & Saas support to tier‑one and tier‑two financial services institutions, covering 24×7 application support and a team of Service Delivery Managers responsible for a mission‑critical SaaS platform.

Job Description

Role Responsibilities:

• Lead global 24×7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients.
• Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts.
• Design, implement, and enforce ITIL‑aligned processes and global standards across all regions, ensuring consistency, auditability, and service excellence.
• Own the global service catalogue and support model, standardising offerings, SLAs, and engagement models while enabling localisation where appropriate.
• Drive an AI‑first agenda across support and service delivery, using AI, automation, and analytics to reduce manual effort, accelerate resolution, and improve predictability.
• Own and optimise service management tooling (with emphasis on Jira Service Management), ensuring mature use of workflows, SLAs, automations, integrations, and reporting.
• Establish clear KPI frameworks and governance rhythms (QBRs, MBRs) with internal stakeholders and strategic clients.
• Serve as senior operational escalation point for major incidents and high‑impact client issues, including communication with senior client and internal executives.
• Partner with Product, Engineering, Sales, and Customer Success to align service delivery with product roadmap, customer commitments, and commercial objectives.
• Define, standardise, and scale new service offerings (e.g. premium support tiers, managed services, advisory offerings) to support growth targets.
• Build and sustain a high‑performforming, diverse global team, developing succession plans and leadership capability across regions.

Experience and Qualifications:

• Significant experience (10+ years) in customer support /service delivery within enterprise software / SaaS, serving global financial services or similarly regulated industries.
• At least 5 years in a senior leadership role (Senior Manager / Director) managing global, 24×7 teams in time‑pressured environments.
• At least 5 years in a senior leadership role (Senior Manager / Director) managing product / application support .
• Proven ownership of ITIL‑aligned service management, with formal ITIL certification ( Level 4 is a must have).
• Hands‑on experience with service management platforms (ideally Jira Service Management) including configuration of SLAs, workflows, queues, and automations.
• Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction.
• Experience standardising services across regions and scaling support / service offerings in a growing yet established organisation.
• Strong track record engaging senior stakeholders at major financial institutions, including during incidents and complex escalations.
• Excellent leadership, communication, and change‑management skills, with the ability to influence at C‑suite level.

Key Competencies:

• Operational excellence: Strong command of ITIL, ITSM tooling, KPI design, and continuous improvement in high‑stakes environments
• Customer‑centric and commercial: Deep understanding of financial services clients’ expectations, with a balanced focus on experience, risk, and economics.
• AI‑first innovator: Comfortably identifies and executes opportunities for AI and automation in support and service delivery.
• Global leadership: Experienced leading distributed teams, building culture, and driving standardisation across multiple geographies.
• Strategic builder: Able to design and grow standardised, profitable service offerings that support enterprise‑scale growth.

KPIs and Success Metrics:

• SLA compliance and reduction in major incidents and critical outages.
• Improvements in response and resolution times, backlog health, and first contact resolution.
• CSAT and NPS for service interactions at or above target levels, with continuous improvement.
• Increased use of self‑service and AI‑driven resolutions, while maintaining or improving client satisfaction.
• Introduction of efficiencies and automation to improve margins
• Adoption, profitability, and standardisation of global service offerings across key regions and accounts.

Diversity & Inclusion Statement:

We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.