At Microlise, we’re looking for an exceptional Head of Support Services to define and lead our next generation of customer service strategy. This high‑impact leadership role will transform our service model from reactive to proactive, leveraging insight, data and innovation to create a world‑class customer experience.
What you’ll be doing
- 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
What we’re looking for
- 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
Benefits
- 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
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