Job Description

Global Director, Technical Customer Support
Core & Digital Banking | SaaS & Cloud Platforms
Own Platform Resilience. Lead Global Support Transformation.
? Location: London
? ANKH ID: 233
Why This Role Matters
This is a global leadership role at the heart of a cloud-enabled banking platform, where customer trust, platform resilience, and operational excellence directly impact revenue, reputation, and long-term growth.
As Global Director, Technical Customer Support, you will own the evolution of a worldwide support organization supporting mission-critical core and digital banking platforms. Your mandate is not just to "run support", but to transform how support operates in a SaaS-first, always-on banking environment.
This role is ideal for a senior leader who wants enterprise-scale influence, visibility at executive level, and ownership of one of the most critical functions in a modern fintech.
The Opportunity
Our client is a global fintech innovator delivering core and digital banking solutions to banks across multiple regions.
As the platform footprint and SaaS adoption continue to scale, the Support function is being repositioned as a strategic capability, not a reactive one. You will lead this shift - redefining operating models, strengthening governance, and ensuring customers experience reliability, transparency, and confidence at scale.
What You Will Own

• Global ownership of incident, problem, and escalation management across enterprise banking customers
• Leadership of the transition to a cloud-first, SaaS-aligned support model, including tooling, processes, and engagement frameworks
• Executive-level communication and ownership during critical platform events, acting as the senior escalation authority
• Operational governance covering SLAs, regulatory compliance, security, and data-privacy requirements
• Build, scale, and lead a high-performing global support organisation, including strategic expansion of the Lisbon hub
• Oversight of implementation-to-support transitions, ensuring Day-2 readiness and knowledge continuity
• Deep collaboration with Product, Engineering, IT, and Services to improve root-cause resolution and platform stability
• Introduction of automation, AI, and proactive monitoring to reduce incident volume and resolution time
• Continuous improvement of global support standards, metrics, and customer experience
• Representation of Support in senior leadership forums, influencing roadmap and investment decisions

What Makes You a Strong Fit

• 10+ years in senior technical customer support or service leadership roles, ideally within banking or financial technology
• Proven experience leading global, distributed teams in complex, regulated environments
• Strong understanding of on-premise and SaaS/cloud support operating models
• Demonstrated success driving operational transformation, not just steady-state operations
• Deep experience with incident management, escalation governance, and executive communication
• Ability to operate calmly and decisively in high-urgency, high-visibility situations
• Strong stakeholder management skills across Product, Engineering, and Commercial leadership
• Willingness to work across time zones and travel occasionally

Relevant Technology & Industry Exposure
Experience supporting platforms or services from vendors such as:
Temenos, Mambu, Backbase, nCino, SAP Fioneer, FIS, Finastra, Oracle Banking, Avaloq, TCS BaNCS, Thought Machine, Infosys Finacle, Q2, Sopra Banking Software, Intellect Design Arena, Tuum, 10x Banking, Fiserv, or similar enterprise banking platforms.
Why Join

• Global ownership of a mission-critical function within a leading fintech
• Direct impact on platform reliability, customer trust, and SaaS scalability
• High visibility with executive leadership
• Opportunity to shape how enterprise banking support operates in a cloud-first world

Application Details
Only shortlisted candidates will be contacted.
Applications without a detailed CV or without meeting the core requirements will not be considered.
If you do not hear from us within 15 days, your profile will be retained for future opportunities. Tags:

Skills Required