Overview

Joining Culina Group as the

Head of IT Product Support

you will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company.Shifts: Monday to FridayProduct Support

Develop and implement a comprehensive support strategy aligned with business goals and customer needs.Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products.Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution.Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly.Service Level Agreements (SLAs)

Define and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met.Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.Incident Management

Lead the investigation and resolution of product-related incidents and outages, working closely with cross-functional teams to minimize downtime and restore services quickly.Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence.Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels.Team Management

Lead and manage a team of product support specialists, providing coaching, mentoring, and performance management.Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery.Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members.Communication and Coordination

Serve as a liaison between business users, development teams, infrastructure teams, and external vendors.Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams.Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders.Continuous Improvement

Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness.Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed.

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