Director, Global Customer Support

** - Lead global 24x7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients. - Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts. - Design, implement, and enforce ITIL-aligned processes and global standards across all regions, ensuring consistency, auditability, and service excellence. - Own the global service catalogue and support model, standardizing offerings, SLAs, and engagement models while enabling localization where appropriate. - Drive an AI-first agenda across support and service delivery, using AI, automation, and analytics to reduce manual effort, accelerate resolution, and improve predictability. - Establish clear KPI frameworks and governance rhythms (QBRs, MBRs) with internal stakeholders and strategic clients. - Serve as a senior operational escalation point for major incidents and high-impact client issues, including communication with senior client and internal executives. - Partner with Product, Engineering, Sales, and Customer Success to align service delivery with product roadmap, customer commitments, and commercial objectives. - Define, standardize, and scale new service offerings (e.g. premium support tiers, managed services, advisory offerings) to support growth targets. - Build and sustain a high-performing, diverse global team, developing succession plans and leadership capability across regions. **Experience and Qualifications:** - Significant experience (10+ years) in customer support/service delivery within enterprise software/SaaS, serving global financial services or similarly regulated industries. - At least 5 years in a senior leadership role (Senior Manager/Director) managing global, 24x7 teams in time-pressured environments. - Proven ownership of ITIL-aligned service management, with formal ITIL certification (Level 4 is a must have). - Hands-on experience with service management platforms (ideally Jira Service Management) including configuration of SLAs, workflows, queues, and automations. - Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction. - Strong track record engaging senior stakeholders at major financial institutions, including during incidents and complex escalations. - Excellent leadership, communication, and change-management skills, with the ability to influence at C-suite level. **Key Competencies:** - Operational excellence: Strong command of ITIL, ITSM tooling, KPI design, and continuous improvement in high-stakes environments. - Customer-centric and commercial: Deep understanding of financial services clients expectations, with a balanced focus on experience, risk, and economics. - AI-first innovator: Comfortably identifies and executes opportunities for AI and automation in support and service delivery. - Global leadership: Experienced leading distributed teams, building culture, and driving standardization across multiple geographies. - Strategic builder: Able to design and grow standardized, profitable service offerings that support enterprise-scale growth. **KPIs and Success Metrics:** - SLA compliance and reduction in major incidents and critical outages. - Improvements in response and resolution times, backlog health, and first contact resolution. - CSAT and NPS for service interactions at or above target levels, with continuous improvement. - Increased use of self-service and AI-driven resolutions, while maintaining or improving client satisfaction. - Introduction of efficiencies and automation to improve margins. - Adoption, profitability, and standardization of global service offerings across key regions and accounts. As the Director, Global Customer Support at SymphonyAI, you will be responsible for leading a global organization delivering world-class application, product & SaaS support to tier-one and tier-two financial services institutions, covering 24x7 application support and a team of Service Delivery Managers responsible for a mission-critical SaaS platform. **Role

** - Lead global 24x7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients. - Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts. - Design, implement, and enforce ITIL-aligned processes and global standards across all regions, ensur