Location: Cambridge/London - Hybrid
Salary: Competitive + Bonus + Benefits
The Opportunity
We’re partnering with a high-growth, technology-driven organisation to appoint an experienced Application Support Manager / Director. This is a pivotal leadership role for someone who thrives in fast-paced, evolving environments and has a proven track record of building, transforming, and scaling application support functions from the ground up.
If you’ve cut your teeth in a startup or scale-up—particularly within SaaS or an ISV ecosystem—and enjoy bringing structure, performance, and innovation to support operations, this could be your next big move.
The Role
You will take ownership of the application support function, driving strategy, operational excellence, and customer satisfaction. This role requires both hands-on capability and strategic vision, with a mandate to modernise, optimise, and future-proof support services.
Key Responsibilities
Lead and evolve the application support function, aligning it with business growth and customer expectations
Design and implement scalable support processes, SLAs, and KPIs
Build, mentor, and inspire high-performing support teams
Drive transformation initiatives, including tooling, automation, and service improvement
Partner cross-functionally with Product, Engineering, and Customer Success teams
Establish best-in-class incident, problem, and change management practices
Deliver a customer-centric support experience with measurable outcomesWhat We’re Looking For
Proven experience as an Application Support Manager, Head of Support, or Director-level leader
Strong background within a fast-paced startup or scale-up environment
Experience in SaaS and/or ISV partner ecosystems is highly desirable
Demonstrated success in building or transforming support functions
Strong leadership and stakeholder management skills
Deep understanding of support tooling, automation, and service management frameworks (e.g. ITIL)
Commercial awareness with the ability to align support strategy to business goalsNext Steps
If you’re ready to take ownership of a transformative support leadership role, we’d love to hear from you. Apply now or get in touch for a confidential discussion
Salary description
£80000.00 - £100000.00 per year