Head of Product Support

Job Summary

Leading the establishment of a global Product Support function, the full-time Head of Product Support will consolidate application support teams, manage triage and routing of product-related incidents, and standardize processes while working remotely.

Key Responsibilities

• Establish and lead the Product Support function by consolidating application support teams and defining global operating models
• Own application-layer triage and routing to ensure effective incident and request management
• Standardize processes, tooling, and workflows to align with enterprise IT standards and improve service delivery

Required Qualifications

• Proven leadership experience in application/product support at scale, preferably in multi-region environments
• Strong understanding of ITIL-aligned incident, request, and problem management
• Experience in standardizing fragmented support models across multiple teams
• Familiarity with ServiceNow or equivalent ITSM platforms
• Demonstrated ability to manage stakeholder relationships at senior and executive levels