Global Support Manager

We're hiring a Global Support Manager, a new role for us, which will be responsible for leading the overall service desk & support operations at Flooid. You will be responsible for expanding and scaling the function to a global market, across multiple languages, time zones and regions, while working to increase overall process maturity.  We're looking for an experienced individual for this dynamic and evolving role, who has a continuous improvement mindset, strong attention to detail, and high standards. You should have an inquisitive mindset and the drive to take ownership of the team, ensuring top-quality support is delivered consistently to customers.Some of your responsibilities will include:Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)Developing a new target operating model for support and own the implementation, measurement and continual improvement of the modelManaging, developing, and training the support teams, in line with new operating modelOwning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regionsLeading globalisation of service desk, and driving operational excellence through scalabilityIdentifying areas for improvement within support and implementing best practices to enhance service quality and efficiencyEnsuring all processes are thoroughly documented, consistently audited, and regularly improvedCoordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operationsLeading the strategic relationships with 3rd parties, such outsourced suppliers Creating management information reports, developing KPIs and managing departments budget, liasising with both internal and external stakeholdersFacilitating customer workshops and pre-sales opportunities / RFPs relating to supportRequirementsYou will need to bring:Experience in a similar role, managing and building global support capabilitiesA good technical understanding of information technologyProven ability to communicate with stakeholders at all levelsProven ability to simplify complex information and report on this to a non-technical audienceStrong understanding of ITIL   We'd like it if you could bring:An ITIL qualificationBenefitsFlexible working - To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important eventsHolidays - We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per yearA flexible pension - We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partnerCompany sick pay - We offer piece of mind when you are ill with an enhanced Company Sick Pay policyFamily benefits - We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leaveElectric Car salary sacrifice scheme - An easy to manage and affordable way of leasing a zero-emission electric vehicleOnline learning platform -We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning coursesFinancial, physical and wellbeing support - To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance schemeAccess to a discount platform - Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinationsProfessional subscriptions - We offer reimbursement for professional subscriptions to a relevant institution if it's required to perform your job roleCharity giving - support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to payCycle to work scheme - Make the most of this tax efficient scheme to improve your commute to workRewarding long service - We provide gifts to our employees who achieve milestone years of service working as part of our teamIf you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.