Job Purpose
The Head of Business Support will take responsibility for the leadership and management of the existing Business Support Team (BST) and the back-office functions which they perform. The Business Support Team are responsible for several key back-office functions across multiple group entities which include:
• Customer billing
• Contract management
• Purchasing and procurement
• Inbound call triage
• Facilities management
The Head of Business Support will be responsible for leading the effective delivery of these core operational support services across the group, ensuring that standards are consistently met whilst working with the wider business, and towards continued improvement as our business grows. This role is key to providing the operational foundations which enable our front line and commercial teams to perform effectively.
Responsibilities
Leadership and People Management
• To provide leadership across the department fostering accountability, collaboration and high performance.
• Support a culture of reliability, accuracy and customer focus.
• Coach and support team members ensuring skills development and continuous process improvement.
• Set objectives and relevant performance measures for the team.
Operational Management and Support
• Establish and maintain robust processes that ensure accuracy, timeliness, and compliance of:
o Customer Billing
o Contract Management
o Purchasing and supplier coordination
o Inbound call triage and routing
• Oversee internal controls relating to billing accuracy, contract adherence, procurement, and supplier management.
• Identify operational risks and implement mitigation strategies.
• Facilities management and workplace services.
• Act as an escalation point for departmental operational and service issues.
Performance and Continuous Improvement
• Drive continuous improvement initiatives to improve efficiency, service quality, and cost effectiveness.
• Use data and reporting to identify trends, risks, and opportunities for optimisation.
• Define and monitor KPIs, SLAs, and service standards across all departments.
The Business Support Team works closely with the projects, support service, sales and finance departments to ensure priorities and objectives are aligned. This requires knowledge of accounting applications and methodologies (ideally Sage and/or Xero), sale order processing and purchase order processing and service delivery. The role will also require you to engage with customers and suppliers directly and so you will be comfortable with both face to face and Teams meetings with clients and suppliers where required. Ideally you will have proven experience in a managed services or IT support setting and be familiar with the products, technologies and services that we provide to our customers. Experience of Autotask or a similar PSA is desirable but not essential.
Experience, Qualifications, Personal Attributes
• Proven experience in a senior operational, customer service or business support leadership role. Ideally with experience within a managed services or technology setting.
• A background in finance operations, contracts, procurement, and facilities management.
• Strong organisational, planning, and problem-solving abilities.
• Experience managing teams across diverse business support functions
• High attention to detail with the ability to balance operational and strategic priorities
• Experience leading process improvement or transformation initiatives.
• Customer-focused with a strong service mindset.
• Calm, structured and resilient under pressure.
• Confident communicator and comfortable communicating at all levels.
Valuing Diversity and Inclusion
At Everything Tech Limited we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.