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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Head of IT Product Support - **Company:** Culina - **Location:** Lutterworth, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Software Bug Management, Databases, Software Engineering, Data Analytics - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2815452614-head-of-it-product-support ## About the Role * Proven experience in product support management, preferably within the logistics and transport industry. * Strong technical background and familiarity with logistics and transport systems, databases, and software development life cycle. * Excellent leadership and team management skills, with the ability to motivate and guide a team towards achieving common goals. * Demonstrated experience in incident management, problem-solving, and root cause analysis. * Deep knowledge of product support operations and processes. * Strong customer service orientation with excellent communication and interpersonal skills. * Familiarity with ITIL principles and best practices for IT service management. * Proactive mindset with a focus on continuous improvement and innovation. * Excellent communication, interpersonal, and problem-solving skills. * Data-driven approach to decision making and performance measurement. * Ability to thrive in a fast-paced and dynamic environment. ## Description Joining Culina Group as the Head of IT Product Support you will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company., * Develop and implement a comprehensive support strategy aligned with business goals and customer needs. * Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products. * Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution. * Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly. Service Level Agreements (SLAs) * Define and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met. * Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions. * Lead the investigation and resolution of product-related incidents and outages, working closely with cross-functional teams to minimize downtime and restore services quickly. * Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence. * Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels. Team Management * Lead and manage a team of product support specialists, providing coaching, mentoring, and performance management. * Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery. * Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members. Communication and Coordination * Serve as a liaison between business users, development teams, infrastructure teams, and external vendors. * Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams. * Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders. * Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness. * Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed. ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [Modern Data Architectures need Software Engineering](https://www.wearedevelopers.com/videos/1030-modern-data-architectures-need-software-engineering) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)