The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers.
This leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams.
Essential Functions and Responsibilities Build and Lead the Global Support Function- Develop and execute the global application support strategy, operating model, organizational design, and phased staffing plan.
- Grow, coach, and retain a high-performing, distributed team with clear roles, career paths, coverage expectations, and succession plans.
- Define the appropriate service model for enterprise single-tenant and multi-tenant customers, balancing customer commitments, risk, scalability, and cost.
Own Service Operations and Customer Outcomes- Own multi-tier support operations, service performance, queue and backlog health, severity and escalation standards, and customer communications.
- Lead critical customer escalations and major incidents, ensuring timely coordination, executive communication, root-cause analysis, corrective actions, and follow-through.
- Establish service reviews and improvement plans that strengthen transparency, customer satisfaction, retention, and confidence.
Establish Processes Tools and Performance Management- Implement practical, scalable incident, problem, defect, request, knowledge, and change-management practices, with clear interfaces to Engineering and other escalation teams.
- Evaluate and improve ITSM, monitoring, analytics, self-service, knowledge, workflow automation, and AI-enabled support capabilities.
- Define KPIs, dashboards, and governance routines covering service levels, response and resolution, backlog, quality, recurring issues, customer experience, capacity, and productivity.
Drive Operational Readiness and Continuous Improvement- Own end-to-end release management activities for customer applications
- Set support-readiness and acceptance criteria for new products, releases, integrations, implementations, and significant changes, including documentation, training, monitoring, and knowledge transfer.
- Use operational data, customer feedback, and trend analysis to reduce repeat issues, improve product supportability, and prioritize systemic improvements.
- Partner across functions and levels to resolve ownership gaps, improve handoffs, and translate customer and support insights into product and operational decisions.
Quality Risk and Resource Stewardship- Ensure support practices maintain appropriate documentation, traceability, audit readiness, security, privacy, and compliance for regulated and business-critical platforms.
- Partner with Quality, Product and Cloud/IT/Security teams to apply risk-based requirements for validated GxP systems, including applicable GAMP 5, CSA or CSV, and 21 CFR Part 11 expectations.
- Develop capacity plans, budget and vendor recommendations, and technology investment priorities supported by operational data.
Requirements- Bachelor's degree in computer science, information technology, engineering, business administration, or a related field, or equivalent relevant experience.
- 10 or more years of progressive experience in enterprise application support, SaaS operations, technical support, or IT service management, including at least five years leading customer-facing teams.
- Demonstrated success building or materially transforming a global or distributed support function, including people, process, technology, and performance management.
- Experience supporting multiple cloud-hosted software platforms and complex customer environments.
- Proven leadership of major incidents, executive customer escalations, service governance, operational readiness, and sustained improvement initiatives.
- Experience selecting, implementing, or optimizing ITSM, monitoring, knowledge, reporting, workflow automation, or AI-enabled support tools.
Leadership and Technical Capabilities- Enterprise-minded leader who can set direction, build organizational capability, and remain close enough to operations to remove barriers and ensure accountability.
- Strong cross-functional influence and executive communication skills, including the ability to translate technical issues, risk, and operational data for customers and senior leaders.
- Working knowledge of cloud-based SaaS architectures, preferably AWS, and of APIs, integrations, data flows, databases, observability, application performance monitoring, and identity and access management.
- Sound judgment in high-pressure situations, with a disciplined approach to prioritization, customer communication, decision-making, and follow-through.
- Data-driven and improvement-oriented, with the ability to balance customer experience, quality, operational risk, scalability, and cost.
Preferred Qualifications- Experience supporting validated GxP systems or regulated life sciences software; familiarity with GAMP 5, CSA or CSV, and 21 CFR Part 11.
- ITIL certification or comparable service-management expertise; advanced degree in business, information systems, engineering, or a related discipline.
- Practical experience applying generative AI, intelligent search, automation, or advanced analytics in support or service-management operations, with appropriate privacy, security, governance, and human oversight.
BenefitsBenefits vary by country, but remain competitive. Below is a sample of the benefits offered to U.S. employees.
- Choice of comprehensive Medical, Vision and Dental Insurance plans
- Paid vacation time and sick days
- Corporate holidays annually
- Participation in the 401K Plan
- Comprehensive perks and discount programs for AAA, wholesale, insurance, Rx, fitness, pets, entertainment, etc.
- Health Advocate and Employee Assistance Program
LocationWe are open to discussing the remote, hybrid, or onsite work arrangement.
