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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.