Head of Digital Tech Support

The Head of Digital Technical Support provides strategic direction and operational oversight for all global software support functions. This role ensures an effective customer experience through efficient incident response escalation leadership proactive monitoring service automation and continuous improvement. The position owns global performance KPIs establishes service governance frameworks and drives transformation initiatives supporting the scalability and reliability of Coopers global software platforms.

Responsible for global leadership of software support operations across the Americas EMEA and APAC covering mission-critical clinical enterprise and SaaS software products. Oversees Tier 13 technical support major incident management global escalation processes and cross-functional alignment with Product R&D Cloud Operations Quality applications and Customer Success. Leads a globally distributed team ensuring operational consistency regulatory compliance and delivery of high customer satisfaction across all time zones.

Essential Functions & Accountabilities:

Develop and execute the global software support strategy aligned with corporate goals and product and service priorities.

Lead 24/7/365 global Digital support operations across multiple regions ensuring consistent service delivery and operational alignment.

Oversee incident and problem management processes ensuring high-quality root cause analysis communication and resolution.

Provide executive leadership during major incidents and escalations coordinating with CloudOps/DevOps and R&D.

Build mentor and manage global and regional support leaders; create workforce plans and capability development frameworks.

Standardize global support processes documentation knowledge management and release readiness practices.

Implement service automation AI-assisted troubleshooting and proactive monitoring to enhance support efficiency.

Own global service performance KPIs including CSAT SLA adherence backlog health MTTR and product quality stability.

Drive BI-enabled operational transparency and data-driven decision-making for continuous improvement.

Collaborate with Sales Customer Success and Application Support in customer engagements and strategic account reviews.

Ensure compliance with global standards including ISO 13485 MDR ISO 27001 SOC 2 and internal QMS requirements.

Manage global support budgets vendor contracts and operational cost efficiency measures.

Perform additional related duties as assigned.

Qualifications

Knowledge Skills and Abilities:

Deep expertise in enterprise software support SaaS operations or healthcare IT systems.

Advanced leadership and strategic management capability across multi-region support environments.

Strong knowledge of incident management cloud operations cybersecurity frameworks and service governance.

Proficiency with CRM/ticketing systems (e.g. D365Salesforce ServiceNow) monitoring tools BI platforms and DevOps workflows.

Ability to lead cross-functional alignment with R&D Product Quality Operations and Customer Success teams.

Excellent communication stakeholder management and cross-cultural leadership skills.

Fluent in English; additional languages an advantage.

Work Environment:

Prolonged sitting at a computer workstation. app

Occasional lifting of equipment up to 2035 kg.

Ability to work across global time zones and support critical events.

Exposure to clinical and laboratory environments during site visits.

Experience:

Minimum 10 years in software support technical operations or service management.

Minimum 5 years leading global or multi-region support teams.

Experience with SaaS cloud operations and major incident management.

Experience in regulated or healthcare environments strongly preferred.

Education:

Bachelors degree in Computer Science Engineering Information Systems or related field.

Masters degree preferred.

ITIL cloud or service management certifications are an advantage.

Travel:

Approximately upto 3040% global travel for customer engagement operational governance site visits and leadership meetings.