Head of Customer Service & Support

The position

The Service Management function is responsible for managing and strengthening relationships with designated strategic customers while ensuring that best software development practices are applied across customer deliveries. The goal is to secure high customer satisfaction and enable long-term value creation. The team operates as a central coordination point between customers sales and delivery operations combining strong commercial understanding with a customer-focused service mindset.

Its responsibilities include measuring and monitoring customer satisfaction proactively identifying risks or gaps and taking clear ownership of issue resolution. The function coordinates the day-to-day activities needed to support strategic accounts and handles both commercial and technical customer requests in line with contractual commitments. It also plays an important role in renewals add-on sales and upsell opportunities while continuously developing the DevOps models and service practices used in customer deliveries.

You

You have a strong background in leading and developing professional services sales and delivery functions combined with proven commercial experience. You demonstrate a high level of ownership and accountability and bring a strong customer-focused mindset to everything you do. You are structured organized and disciplined in execution with a clear service orientation and the ability to balance operational excellence with business objectives.

The optimal background includes experience with complex process re-engineering and change management as well as an understanding of how structured service models evolve in scaling organizations. An affinity for timely documentation maintaining accurate data and creating order in processes and systems is highly beneficial in this role.

Your responsibilities

• Lead inspire and manage a team of senior Service Management professionals

• Coach and support Service Managers in operational excellence and commercial capabilities

• Foster a culture of ownership autonomy and accountability

• Drive performance management: goal setting feedback and corrective actions when needed

• Own and further develop the companys client management model based on service level tiers

• Own and further develop the companys DevOps/service models and related processes

• Own and govern the CRM system from a service organization perspective

• Collaborate closely with Sales to ensure aligned CRM usage data quality and reporting

• Align Service Sales and Delivery stakeholders around shared objectives

• Build trust credibility and strong cross-functional relationships

Required skills & experience

• Proven leadership experience managing senior professionals (or similar roles)

• 5 years of project and service management experience within IT/software delivery environments (preferably agile/DevOps)

• Strong background in professional services sales and account management

• Solid understanding of CRM processes data structures and value-driving best practices

• Experience in designing business processes performance metrics and reporting frameworks

• Experience with HubSpot CRM development

Wed be thrilled to see that you have worked with:

• Strategic/key account service leadership (multi-stakeholder customer environments)

• Service level tiering and structured client management models

• DevOps operating models and continuous improvement of service practices

• Commercial ownership in services: renewals add-ons upsell and scope governance

• Complex process re-engineering and change management initiatives

• CRM governance initiatives (data quality reporting adoption and stakeholder alignment)

In addition to that we value:

• Strong sense of ownership and accountability - you take initiative and drive things to completion

• A customer-focused service-minded approach while keeping business objectives in view

• Structured organized and disciplined execution; comfort with documentation and data accuracy

• Ability to communicate clearly build trust and align cross-functional stakeholders

• A leadership style that enables autonomy sets direction and supports performance

Want to be part of our team Click Apply well be in contact!

By clicking apply you can choose to attach your LinkedIn profile or CV and application. The choice is yours! Whatever you choose to do please dont hesitate we will start the recruitment process and interviews immediately.