Key Responsibilities
1) Strategic Leadership & Service Vision
- Define and execute the global support strategy, aligned with business growth, product roadmap, and client expectations
- Transition support from a reactive model to a predictive, insight-driven service organization
- Establish a scalable, multi-tier support model (L1/L2/L3) across geographies and products
- Drive standardization, automation, and tooling strategy to improve efficiency and consistency
2) Service Operations & Governance
- Own end-to-end Service Operations, including:
- Incident Management
- Problem Management
- Change & Release Governance
- Service Level Management
- Establish and enforce ITIL-aligned governance frameworks, ensuring consistency across all support teams
- Ensure SLA/OLA compliance, service reliability, and system availability targets are consistently met
- Lead major incident management (MIM) and executive-level escalations
3) Problem Management & Service Improvement
- Drive a mature Problem Management function focused on:
- Root cause elimination
- Reduction of recurring incidents
- Known Error lifecycle management
- Leverage data-driven insights and trend analytics to identify systemic issues and improvement opportunities
- Partner with Product and Engineering to influence roadmap prioritization based on support insights
- Establish a culture of continuous service improvement (CSI)
4) Customer Experience & Stakeholder Management
- Own the end-to-end customer support experience, ensuring high levels of satisfaction and trust
- Act as the executive escalation point for key clients and critical issues
- Build strong relationships with internal stakeholders, client leadership, and external partners
- Provide regular executive reporting on service performance, risks, and improvement initiatives
5) Operational Excellence & Scalability
- Design and implement robust support processes, SOPs, and governance models
- Drive automation, self-service capabilities, and AI-led support initiatives
- Ensure support readiness for product releases, global rollouts, and scaling operations
- Provide strategic input into application architecture, scalability, and supportability
6) Team Leadership & Capability Building
- Build and lead a high-performing, multi-location support organization
- Define organizational structure, capacity planning, and hiring strategy
- Drive a culture of ownership, accountability, and continuous learning
- Establish training frameworks, knowledge management practices, and competency development plans
7) Analytics, Metrics & Reporting
- Define and govern support KPIs and performance dashboards, including:
- Incident trends and volumes
- Problem backlog and aging
- SLA adherence
- Customer satisfaction (CSAT)
- First-time resolution rates
- Use analytics to drive decision-making, predict risks, and improve service outcomes
8) Domain Leadership & Advisory
- Develop deep expertise in Tax Technology and enterprise application ecosystems
- Provide strategic advisory on emerging risks, system stability, and service optimization
- Represent Support in leadership forums, client discussions, and strategic initiatives
Knowledge & Key Skills
Leadership & Strategic Capabilities
- Proven ability to lead large-scale support organizations and drive transformation initiatives
- Strong strategic thinking with execution focus
- Exceptional stakeholder management and executive communication skills
- Ability to operate in high-pressure, high-impact environments
Functional Expertise
- 17+ years of experience in Application Support / Service Operations, with leadership roles
- Deep understanding of ITIL frameworks (Incident, Problem, Change Management)
- Experience managing SLA-driven, global support environments
- Strong exposure to enterprise applications, integrations, and support architectures
- Experience in driving automation, monitoring, and AI-led support initiatives
Desirable
- Experience in tax technology, finance systems, or compliance platforms
- Exposure to multi-country / global delivery models
- Experience with support transformation programs
Success Factors
- Sustained high customer satisfaction and service reliability
- Significant reduction in recurring incidents and problem backlog
- Strong alignment between support insights and product improvements
- Consistent achievement of SLA, availability, and performance targets
- Scalable support model supporting business growth and global expansion
- Improved operational efficiency and cost optimization
Role Positioning (What Excellence Looks Like)
This role is successful when:
- Support evolves into a strategic, value-adding function—not just a cost center
- Issues are proactively identified and eliminated before impacting customers
- Support insights directly influence product design and roadmap decisions
- The organization operates as a data-driven, scalable, and resilient support ecosystem
