Head of Support Services

Head of Support Services When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. At Microlise, we’re looking for an exceptional Head of Support Services to define and lead our next generation of customer service strategy. This is a high-impact leadership role where you will transform our service model from reactive to proactive - leveraging insight, data, and innovation to create a world-class customer experience. If you’re passionate about driving meaningful change, leading high-performing teams, and delivering measurable customer and commercial outcomes, this is your opportunity to make a real difference. 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 Why Microlise? When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose and Tesco. Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people. 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 Great Place to Work™ certified – We have been recognised by the global authority on workplace culture, so come be a part of our success Best Workplace in the UK™ for Development, Technology, Wellbeing and Women Recruitment Process For successful candidates, interviews will take place whilst the advert is still live, so early application is encouraged. Recruitment Agencies Whilst we make every effort to directly source candidates for our live roles, we maintain a small preferred supplier list