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About the Role

Join Wolters Kluwer, a global technology company providing expert software and information solutions. This role leads a team of 8 customer service professionals across EMEA, based in London with a hybrid work setup.

Responsibilities

Define and execute the support strategy for EMEA, including partner oversight and alignment with global objectives.
Lead and develop a high-performing technical support team through coaching, training, and engagement.
Drive case deflection and real-time customer response initiatives using advanced digital technologies.
Oversee front-line support operations, senior leads, and partner networks to ensure timely resolution of incidents and requests in line with SLAs.
Monitor and report on key performance metrics, operational trends, and customer insights to the Global Support Director.
Implement and maintain support policies, procedures, and tools to uphold service quality.
Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.
Champion a white-glove approach for gold-tier accounts, managing relationships and service reviews.
Participate in client-facing events and conferences, representing the support function across EMEA.
Partner with regional leads in the US and APAC to share best practices and drive global service improvements.
Support strategic initiatives and roadmap projects led by the Global Support Director.
Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau.

Requirements

Proven experience leading technical support teams and meeting SLA targets.
Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
Demonstrated success in performance management and team development.
Skilled in managing escalations and building relationships with blue-chip clients.
Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).
Familiarity with AI technologies.
Knowledge of IT security and cloud applications.
Fluency in an additional European language (German or French).
Strong leadership and decision-making capabilities.
Excellent communication and presentation skills.
Strategic thinker with a passion for innovation and continuous improvement.
Highly motivated, customer-focused, and relationship-driven.
Able to think creatively and zoom out to see the bigger picture.
Strong, previous experience in management role overseeing mid-to-large support teams.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Skills

IT infrastructure
Networks
Security
Databases
Web servers
Windows OS
Performance management
Team development
Escalation management
Client relationship building
Data analytics
Reporting tools
Power BI
Tableau
AI technologies
IT security
Cloud applications
German
French
Leadership
Decision-making
Communication
Presentation skills
Strategic thinking
Innovation
Continuous improvement
Customer focus
Relationship building
Creative thinking
Big picture thinking
ITIL
Customer Support
Service Management

Location

London

Work Type

Hybrid
2 days at the office per week

Experience Level

Management role overseeing mid-to-large support teams

Education Level

Bachelor’s degree preferred but not required
ITIL or equivalent Customer Support/Service Management certification preferred

About the Company

Wolters Kluwer is a dynamic global technology company that makes a difference every day.
We are innovators with impact.
We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that אשר matter most.

Equal Opportunity

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts.
Our interview process is designed to assess your individual skills, experiences, and communication style.
We value authenticity and want to ensure we’re getting to know you—not a digital assistant.
To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.
Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.