Enterprise Software Director

We are seeking an experienced leader to spearhead our post-implementation customer support activities within a software company specializing in the banking domain.

The ideal candidate will have extensive experience in multiple projects along with software development expertise in banks and over 10 years of experience.

Key responsibilities include:

• Leading and managing application support, services, and cloud support teams, providing guidance and support for effective project execution.
• Developing and maintaining strong relationships with clients, understanding their needs and aligning services to meet expectations.
• Ensuring early identification and reporting of possible product defects, actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
• Defining and implementing service delivery strategies, ensuring efficient processes and timely project completion.
• Driving business growth by identifying new opportunities within existing accounts and actively seeking new clients.
• Maintaining customer relationships, increasing CSI, and ensuring support provided is within agreed SLAs.
• Planning, communicating, and executing change requests throughout the support lifecycle.
• Guiding and reviewing Requirements Documents for change requests.
• Identifying and managing risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards.
• Supporting Contracts and SLA management.
• Delivering remarkable customer experiences.
• Engaging with customers to address dissatisfaction and drive corrective actions.
• Managing and escalating critical customer issues to bring the right level of expertise.
• Communicating at all levels among customers, escalation, engineering/development team, and service managers about progress and action plans.
• Developing talent in the team, aligning with business objectives.
• Creating an innovative, open, and high-performing culture in the team.
• Driving operational metrics and building process compliance.
• Driving continuous improvement and active participation in initiatives.

Required skills and qualifications include:

• 10+ years of experience in IT, well-versed in Microsoft Tech Stack and cloud environment.
• Experience in L3 support to enterprise clients such as banks.
• Bachelor's or master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be advantageous.
• Strong leadership abilities, inspiring and motivating a team.
• Experience in managing Support Teams, supporting Online/Mobile Banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall methodologies.
• Excellent communication and interpersonal skills, building and maintaining relationships with clients and stakeholders.
• Solid knowledge of the banking domain and software product industry, understanding client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing effective solutions.
• Flexibility and adaptability in a fast-paced environment.
• Understanding of both older and latest technology versions.
• Experience in working with both on-premises and cloud solutions.
• Ownership and problem-solving mindset.
• Ability to work with different stakeholders for outcomes.

This role involves leading and overseeing post-implementation customer support activities within a software company specializing in the banking domain.