Director, Support Services

Global Relay; London; On-site; GBP 60,000 - 100,000; Full time

Job description

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Director of Support Services is a highly visible role where you will oversee all aspects of our 24/7/365 Support Services team at Global Relay. Your primary responsibility will be to drive excellence across our entire Support Services organization. This position requires a blend of exceptional leadership skills and technical expertise, all while providing a white-glove customer experience for our clients.

The Director of Support Services operates with cross-functional coordination alongside Customer-Facing teams, Escalations, Application Support, DevOps, Engineering, Product Management and IT Operations.

You will report to the VP of Support Services and will assist in shaping a unified team strategy, defining and streamlining processes, and fostering a strong team culture. With a combination of technical proficiency and inspirational leadership, you will have the opportunity to transform our Support Services operations and tackle the challenge of building a world-class team.

Your responsibilities:

• Own, optimize and standardize the Support Services function across all Global Relay products, ensuring measurable and reportable workflow efficiency and responsiveness.
• Lead, train, and develop a high-performing team, ensuring they have the necessary tools and training to succeed.
• Oversee recruitment and team optimization, in partnership with HR, to deliver continual service improvement.
• Lead and develop the team through performance management, mentoring, and strategic coaching, via a comprehensive skills matrix and metrics, to drive individual and team excellence.
• Recognize individual skills through performance reviews, personal improvement plans with a view to promoting personal excellence.
• Create automated processes to enhance the scalability of the Support Services function, while maintaining a white-glove experience for Global Relay’s key customers.
• Oversee communication and reporting of all significant changes, trends and issues that affect the successful delivery of the Support Services function to Senior Leadership.
• Ensure the coordination and escalation of Incidents and requests for change are managed via a standard, well-defined process that is utilized by all members of Global Relay.
• Enhance the utilization of the Service Catalogue to ensure that all aspects of the Support Services function are documented and easily-accessible, in a standardized Knowledgebase.
• Define measurable, reportable objectives that act on behalf of customers and Global Relay, demonstrating that all requests and disruptions are addressed promptly and thoroughly.
• Continually enhance the Support Services function and processes enabling a scalable service to provide faster turnaround times of customer requests for change, and reduce the impact of Incidents.
• Oversee Support Services team participation in product stakeholder review meetings, highlighting specific areas of improvement in the Service Catalogue and associated documentation, which improves the overall service delivery.
• Develop and maintain a strong working knowledge of teams, and their products, and contribute to product improvement ideas.

About you:

• You have 10+ years of experience in a technical support leadership role within the SaaS sector.
• You possess excellent communication and presentation skills, with the ability to influence senior executives (e.g., C-suite) both internally and externally.
• You have a customer-focused approach and demonstrate a strong work ethic.
• You have strong customer service skills to resolve disputes, treating customers with exceptional care.
• You excel in problem-solving, especially under critical and high-stress situations.
• You have effective analytical skills to balance pragmatic problem solving with risk management.
• You have a proven ability to multitask, prioritize and drive resolutions in a timely manner, while systematically guiding technical teams adhere to defined processes.
• You have a proven track record of leading teams of managers and team leads.
• You are capable of managing large teams and providing effective mentoring and coaching.
• You possess strong organizational, analytical and critical thinking skills.
• You have demonstrated experience in identifying and optimizing processes and reporting results to Senior Leadership.
• You have excellent interpersonal skills.
• Ability to exercise good judgment and discretion with confidential information.

Preferred technology skills / experience:

• Experience with industry-standard tools and technologies such as Jira, Confluence, SalesForce or other applicable tools.
• Experience with Data analysis, Reporting and Presentation tools such as Excel, PowerPoint, Miro, ProductBoard, and JIRA ActionableAgile etc.
• Strong working knowledge of Email and Instant Messaging systems and networking technologies.
• Experience with the ITIL Service Management framework.
• Experience with audit controls such as COSO, COBIT, SOC 2, and DORA 2022.
• Experience and knowledge of ISO 27001.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.