Software Support Manager

Experian Limited
16 Apr 2017
16 May 2017
Contract Type
Full Time

Software Support Manager

Purpose of the role:

The Head of Debt Management Software Support has accountability for all Level 3 and Level 4 support aspects of Experian Decision Analytics Debt Management Software. This includes the current market leader - Tallyman - as well as its next generation replacement - PowerCurve Debt Management. In addition to providing support leadership, this role is a key-stakeholder in the overall quality of the software ensuring there is solid root-cause analysis, a continuous improvement program, and stakeholder engagement.

Primary Accountability

Develop and manage organisation structure, metrics and processes to provide excellent Level 3 and Level 4 support across Experian's global Debt Management Software client-base covering all applicable time-zones

Work in conjunction with the Head of PowerCurve Support to ensure processes and metrics are standardised across the range of products and support teams

Main support interface and escalation point for Experian's Regional and Central Delivery teams (including, where necessary, directly with end clients) for Debt Management Software

Main support interface and escalation point for Experian's Regional and Central Support teams for Debt Management Software

Active member of the leadership team, representing support and its business stakeholders

Drive a high performance people management process

Leadership of a matrixed and geographically distributed team

Champion a culture which puts the fair treatment of customers in accordance with the FCA at its heart

Significant Demands

A strong sense of ownership focusing on positive customer outcomes

Work in a matrix organisation with many stakeholders

Lead a team that is a mix of secondment, matrix and direct reports located in multiple time zones

Create a strong and motivated team that thrives on the ups and downs of a support environment

Approximately 20% UK and overseas travel involved

Manage about 20 people in a blend of direct and matrix reports.


Significant level of experience in technology support and management

Direct experience of working with enterprise software systems in a complex matrix environment

Technical Skills

Experience across hardware, software and applications in enterprise environments

Well versed in problem solving and issue management

ITIL awareness would be beneficial