Director, Technical Customer Support

New Yesterday

Responsibilities

& Deliverables:

Support Model Transformation
  • Lead the shift from traditional support to a cloud-first mindset, adapting processes and tools to meet evolving customer expectations
  • Define and execute global customer support strategy in alignment with the Business Unit strategy.

    • Incident and Escalation Management
  • Handle all incidents within defined SLAs ensuring that processes support coordinating responses across cross-functional teams, ongoingmunication to customers as well as internally and appropriate escalations for incident resolution.
  • Ensure case flow clarity, emergency support readiness, and escalation protocols are well-defined

    • Leadership & Team Management
  • Lead a global team of 30-40 professionals including expansion efforts in strategic locations like Lisbon.
  • Serve as the senior leader on the ground in Lisbon, supporting the build-out of the local team.
  • Foster a high-performance culture focused on accountability, collaboration, and customer satisfaction.
  • Oversee hiring, onboarding, and performance management, with flexibility in working hours due to incident unpredictability.

    • Implementation Support
  • Collaborate with Global Services and Delivery teams to support software installations, upgrades, and issue resolution during implementation.
  • Ensure support cases are logged and tracked effectively, with visibility across internal teams.
  • Ensure efficient and effective handover of implementation projectspleted including transition of knowledge and Day 2 itemsmitted to customers.

    • Customer Support Strategy & Execution
  • Oversee support operations for both on-prem and SaaS solutions, ensuring SLAs and KPIs are consistently met.
  • Manage escalations, coordinate cross-functional incident responses, maintain executive-levelmunication internally and externally during critical events.


  • Standardize and streamline support processes to enhance repeatability, efficiency, and effectiveness.
  • Ensure support operations meetply with regulatory, data privacy, and security standards required in the financial sector.
  • Ensure that all risk related procedures and notifications are followed internally.
  • Implement tools and practices that improve case resolution, customer experience, and internal collaboration.
  • Incorporate Generative AI and other innovation methods to enhance support efficiency, self-service capabilities, and proactive issue resolution

    • Stakeholder Engagement
  • Act as a key liaison between support, product, engineering, IT and other internal teams.
  • Collaborate with internal and external stakeholders to align support delivery with business goals.
  • Represent Customer Support function in executive forums and contribute to strategic planning.

    • Qualifications & Experience:
  • Proven experience in a technical customer support leadership role (at least 10yrs of progressive leadership roles), ideally within banking, core banking, or financial services.
  • Strong understanding of SaaS/cloud support models and the ability to lead transformation initiatives.
  • Demonstrated success managing large, distributed teams in a matrix environment.
  • Experience with incident management, metrics-driven performance, and customer escalation handling.
  • Familiarity withpliance, regulatory standards, and the criticality of financial systems.
  • Excellentmunication and stakeholder management skills, including executive-level reporting.
  • A continuous improvement mindset with a track record of innovation and process enhancement.

    • Additional Information:
  • Work Hours: Flexibility required to amodate working with global teams and ability to manage incident response needs.
  • Travel: Occasional travel may be required to other Finastra locations.
  • Preferred Start Date: As soon as possible

    • We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

    • Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

    • Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

    • Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

    • ESG: Benefit from paid time off for volunteering and donation matching.

    • DEI: Participate in multiple DE&I groups for open involvement (, Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

    • Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

    • Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

    *Specific benefits may vary by location.

    At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

    Be unique, be exceptional, and help us make a difference at Finastra! Job ID REQ0825_0034682
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    Location:
    London
    Job Type:
    FullTime

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