Vice President, Global Support

ELLKAY, LLC• US,

18h•$155,000 - $175,000•Hybrid

About The Position

We are seeking an experienced, strategic, and highly client-focused Vice President of Global Support to lead our global post-go-live Client Support organization. This executive will define and execute the support strategy and operating model for our SaaS platform, with accountability for service quality, scalability, client experience, financial efficiency, and continuous improvement across regions, products, client segments, and time zones. The Vice President will be a visible company representative to strategic and enterprise clients. The role builds trusted executive relationships, leads communication during significant incidents and escalations, and ensures that client priorities inform decisions across Product, Engineering, Customer Success, Delivery, Technology, and executive leadership. This leader will establish a disciplined service environment grounded in practical IT Service Management and ITIL methods, while building a proactive, data-driven global organization capable of supporting continued client and revenue growth. The ideal candidate is equally effective in an executive client meeting, on a major incident bridge, in an operational performance review, and shaping the long-term Support roadmap

Requirements

Bachelor's degree or an equivalent combination of education and executive leadership experience.
12 or more years of experience in SaaS, software, technology, healthcare technology, or a related environment, including at least 8 years of progressive leadership in Client Support, Technical Support, Service Management, Customer Operations, or a related function.
Experience leading directors, managers, and geographically distributed teams in a complex, client-facing organization.
Demonstrated success building executive client relationships and personally managing enterprise escalations and high-severity incidents.
Strong practical knowledge of ITSM and ITIL, including Incident, Major Incident, Problem, Change Enablement, Knowledge, and Service Level Management.
Experience establishing or maturing enterprise service processes, SaaS support models, SLAs and SLOs, executive dashboards, workforce plans, and performance systems.
Strong financial and business acumen in workforce planning, budgeting, forecasting, productivity, and operating leverage.
Ability to lead significant organizational, process, and technology transformation while communicating effectively with technical and non-technical stakeholders.

Nice To Haves

ITIL 4 Foundation certification or higher.
Experience supporting healthcare technology, healthcare interoperability, enterprise SaaS, or other mission-critical software.
Experience leading global or follow-the-sun support organizations, including teams in the United States and international locations.
Experience implementing or optimizing ServiceNow or a comparable enterprise ITSM platform and applying AI and automation to support operations.
Experience in a private equity-backed, high-growth, or rapidly transforming organization

Responsibilities

Serve as a trusted executive partner to strategic and enterprise clients; build relationships with business, operational, and technology leaders before issues escalate.
Participate in executive and quarterly business reviews, strategic account meetings, and other senior client engagements to understand priorities, service expectations, and emerging needs.
Act as the executive escalation point for significant service concerns and complex technical situations, providing clear, timely, and accountable communication.
Translate client concerns into prioritized corrective actions, confirm that commitments are achievable and documented, and ensure consistent follow-through.
Partner with Customer Success and Account Management to identify at-risk relationships, develop recovery plans, and strengthen client retention.
Represent the voice of the client across the company and communicate complex technical and operational matters with confidence to technical and non-technical audiences.
Define the Global Support strategy, operating model, organizational roadmap, and service standards for all post-go-live client support.
Build scalable global coverage, including follow-the-sun and 24x7 capabilities where appropriate, with consistent processes and appropriate regional flexibility.
Govern SLAs, SLOs, severity definitions, response and resolution targets, escalation paths, and support coverage models.
Establish proactive support practices that identify client-impacting risks early and ensure seamless transition from Implementation and Delivery into steady-state Support.
Establish and mature a practical enterprise ITSM framework that improves quality, consistency, ownership, accountability, and continual improvement without unnecessary bureaucracy.
Develop and govern Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Request Management, Knowledge Management, Service Level Management, and Continual Improvement.
Define service and process ownership, escalation paths, operating controls, and performance expectations across Support and partner organizations.
Ensure incidents are consistently categorized, prioritized, escalated, communicated, resolved, and documented; use Problem Management and root-cause analysis to eliminate recurring issues.
Partner with Product, Engineering, IT, Infrastructure, and Cloud Operations to reduce change-related incidents and strengthen change readiness.
Create a useful service catalog, standardized request processes, a strong knowledge practice, and improvement registers with clear owners and measurable completion.
Use service management platforms, analytics, AI, automation, and self-service to improve employee effectiveness, client experience, and operating efficiency.
Establish and govern the global Major Incident Management framework, including incident command roles, severity definitions, escalation thresholds, communication standards, and review processes.
Serve as the executive leader for material client-impacting incidents; rapidly mobilize Support, Engineering, Product, Infrastructure, Cloud Operations, Customer Success, and other teams.
Provide accurate, timely, transparent communication to clients and executives throughout an incident, with direct executive engagement when severity or relationship impact requires it.
Ensure post-incident reviews, root-cause analyses, corrective actions, and lessons learned are completed and incorporated into Knowledge Management and Continual Improvement.
Identify systemic patterns requiring product, engineering, infrastructure, process, or organizational change and drive those actions to closure.
Establish a formal Voice of the Client loop using CSAT, NPS, escalations, ticket trends, executive feedback, and direct client conversations to drive measurable improvements.
Ensure Support insights inform product priorities, usability improvements, client health scoring, risk identification, and executive recovery plans.
Lead and scale a geographically distributed organization of directors, managers, analysts, technical support professionals, and specialized functions.
Build strong regional leadership, clear roles and career paths, competency and succession models, capacity plans, and a culture of client advocacy, ownership, collaboration, technical excellence, and continual improvement.
Own a global performance framework that connects client experience, service reliability, operational efficiency, scalability, and financial outcomes.