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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
Salary description
£75000.00 - £75000.00 per year