Job Description

Location: London HQ (Southbank)/ Hybrid

Division: Customer Office

We're Civica and we make software that helps deliver critical services for citizens around the world. More than 5,000 public bodies use our software to support over 100 million citizens across government, education, health and care.

As we continue our growth journey as a global GovTech leader, we're investing in the future of customer support. This is a unique opportunity to join our Customer Office leadership team and play a key role in transforming how we support customers across our UK and India operations.

The Opportunity

We're looking for an experienced and transformational leader to join us as Senior Support Director, leading our Customer Support organisation across the UK and India.

Reporting directly to the Chief Customer Officer, you'll act as a trusted partner and key member of the Customer Office leadership team, helping shape and deliver the future vision for support services across Civica.

This is far more than a traditional support leadership role. We're looking for someone who can modernise operations, introduce scalable processes, leverage AI and automation, and create a roadmap that transforms how support is delivered across the business.

You'll lead a large, geographically distributed team while working closely with senior leaders across Product, Engineering, Data, Technology and Go-To-Market functions to improve customer outcomes, drive operational excellence, and create a more efficient, AI-enabled support model.

For someone who thrives in change, enjoys building and improving functions, and wants to leave a lasting impact, this represents an exceptional opportunity.

What You'll Be Doing

• Define and execute the transformation strategy for Customer Support across the UK and India.
• Lead the adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions.
• Drive operational excellence, reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction.
• Build scalable support processes and operating models that support continued business growth.
• Partner closely with Engineering, Product, Data and Go-To-Market teams to improve the customer experience and influence product development.
• Use customer insights, operational data and performance metrics to identify improvement opportunities and prioritise change initiatives.
• Champion the voice of the customer across the organisation.
• Develop high-performing teams and create a culture of continuous improvement, innovation and accountability.
• Establish clear performance measures covering customer satisfaction, service quality, productivity, automation adoption and transformation outcomes.
• Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress.

Requirements

What We're Looking For

• Significant senior leadership experience within Customer Support, Service Operations, Customer Experience or a related function.
• Proven experience leading complex transformation programmes involving people, process and technology change.
• Strong understanding of AI-driven support capabilities, automation technologies, self-service platforms and digital customer service tools.
• Demonstrable success improving operational performance, customer satisfaction and customer retention.
• Experience leading teams across multiple locations, ideally including both UK and India.
• Strong stakeholder management skills with the ability to influence at executive level.
• A data-driven approach with the ability to turn insight into action and measurable business outcomes.
• Experience building and embedding scalable processes, governance and operating models.
• Comfortable operating in a fast-paced, evolving environment where change and continuous improvement are expected.
• An entrepreneurial mindset with a passion for solving complex problems and driving meaningful transformation.

Nice to Have

• Experience within SaaS, software or technology-led organisations.
• Experience implementing AI-powered support tools, knowledge automation solutions, chatbots or workflow automation platforms.
• Experience leading global or distributed support functions.
• Experience delivering organisational and cultural change programmes alongside technology transformation.

We Want You to Bring Your Whole Self to Work

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a conversation and explore whether this could be the right opportunity for you.

Why You'll Love Working with Us

At Civica, we're passionate about the impact we have on citizens and communities. We believe technology has the power to transform public services, and we're committed to helping our customers deliver better outcomes for the people they serve.

In return, you'll have the opportunity to shape strategic initiatives, work alongside experienced leaders, influence meaningful transformation and develop your career within a global GovTech organisation.

Benefits

Time Off & Work-Life Balance

✔ 25 Days Annual Leave plus bank holidays, with the option to purchase up to 10 additional days

✔ Days of Difference volunteering leave

Financial Wellbeing & Security

✔ Pension contributions with employer matching

✔ Income Protection

✔ Life Assurance

✔ Critical Illness Cover

Health & Wellbeing

✔ Private Medical Insurance

✔ Health Cash Plan

✔ Dental Insurance

Additional Benefits

✔ Employee Affinity Groups

✔ Employee Referral Bonus Scheme

✔ Access to learning and career development opportunities

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We welcome applications from people of all backgrounds and experiences and are dedicated to creating a fair and accessible recruitment process for everyone. If you require any adjustments throughout the recruitment process, please let us know and we'll be happy to support you.