[Hiring] Head of Product Support @Davies

Role Description

The Head of Product Support will establish and lead a global, standardised Product Support function within Enterprise IT, consolidating currently fragmented application support teams into a single accountable capability. This function will act as the first point of engagement for all product-related incidents and requests, ensuring effective triage, resolution, and routing across Product Support, Service Operations, and Product Engineering. The role is critical to closing a structural gap in application-layer accountability, improving service clarity, and enabling a scalable, efficient global support model aligned to Enterprise IT strategy.

• Product Support = First-line for application issues (incidents & requests)
• Service Desk (Service Operations) = first-line for end-user IT issues
• Service Operations = owns major incident management and infrastructure/platform recovery
• Product Teams = own restoration of applications into functioning business services
• Product Support = triage, coordination, and resolution at application layer (not engineering ownership)

Qualifications

• Proven leadership of application / product support at scale (multi-region preferred)
• Strong understanding of:
  • Incident, request, and problem management (ITIL-aligned)
  • Triage models and escalation frameworks
• Experience standardising fragmented support models across multiple teams
• Experience implementing or operating ServiceNow (or equivalent ITSM platform)
• Strong stakeholder management at senior and executive level
• Demonstrated ability to lead organisational consolidation and transformation

Requirements

• Experience across both:
  • Infrastructure / Service Operations
  • Product / application support or engineering
• Experience in federated organisations moving to centralised models
• Exposure to global operating models and cost optimisation initiatives

Benefits

• Strong ownership of end-to-end application service outcomes
• Comfortable enforcing standards across diverse teams and regions
• Pragmatic and execution-focused (not theoretical transformation)
• Data-driven, with focus on measurable improvement
• High credibility across both technical and business stakeholders

Success Measures (Indicative KPIs)

• % of product support teams consolidated under Enterprise IT
• Reduction in duplicated tooling and processes
• Improvement in:
  • First-time fix rate
  • SLA adherence
  • Time to triage and correct routing
• Reduction in recurring incidents
• Improved product stability and up-time
• Increased visibility of product-level performance
• Contribution to overall cost-to-serve reduction
• % of automated (including self-service) incidents and requests
• End user and business satisfaction, including CSAT