Head of IT Product Support Job Northampton area,England UK,IT/Tech

Head of IT Product Support

Milton Keynes, England, United Kingdom

Posted 3 weeks ago

The Role

We’re looking for a Head of IT Product Support to build and lead a high‑performing support function for logistics and transport systems. You’ll set the support strategy, own service performance, and ensure customers receive reliable, high‑quality support while driving continuous improvement across products and processes.

Key Responsibilities

Define and deliver a product support strategy aligned to business and customer needs
Lead and develop a multi-domain product support team
Own SLAs, KPIs, and service performance reporting
Lead incident and problem management, including root cause analysis
Act as the senior escalation point for critical issues
Work closely with development, infrastructure, and third‑party partners
Drive continuous improvement through tools, automation, and best practice

About You

Proven experience leading IT or product support teams
Strong background in incident management and service delivery
Experience supporting complex systems, ideally in logistics or transport
Confident leader with excellent communication and stakeholder skills
ITIL knowledge and a data‑driven approach to performance
Proactive, improvement‑focused mindset

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology and Distribution

Industries

Transportation, Logistics, Supply Chain and Storage

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