Head of Product Support

Job not on LinkedIn

🔥 2 hours ago

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $60k - $150k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

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MDD Forensic Accountants

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1933

⚖️ Legal

📦 Logistics

💸 Finance

Legal • Logistics • Finance

MDD Forensic Accountants is a forensic accounting firm specializing in business valuations, shareholder disputes, and economic damage quantification. With over 40 offices globally, MDD provides expertise across a wide range of industries, delivering services to insurance companies, law firms, governments, and individuals. Their services include business interruption, lost profits, fraud investigations, and more, making them a trusted advisor for sound financial decision-making.

📋 Description

• Establish and Lead the Product Support Function • Consolidate all LoB application support teams into Enterprise IT • Build a globally consistent operating model across regions and divisions • Define roles, capability expectations, and team structures • Lead a follow-the-sun support model (location strategy to be defined separately) • Own Application-Layer Triage and Routing • Ensure all product incidents and requests are routed through Product Support as the single entry point for applications • Drive consistent triage outcomes: o Resolved within Product Support o Escalated to Service Operations (infrastructure/platform) o Escalated to Product Engineering (defects / change backlog) • Ensure high-quality classification of issues to reduce misrouting and delays • Standardise Processes, Tooling, and Ways of Working • Define and enforce standard triage, escalation, and problem management processes • Align all workflows to ServiceNow as the enterprise ITSM platform • Eliminate fragmented tooling and inconsistent practices across divisions • Establish standard: • o SLAs and OLAs • o Ticket taxonomy and categorisation • o Knowledge capture and reuse • Drive End-to-End Visibility of Product Stability • Implement reporting across the full product support lifecycle: • o Incident volumes and trends • o Recurring defects and technical debt • o Product-level stability and reliability • o Recurring incident patterns and operational risks • Provide Enterprise IT leadership with clear insight into application health service stability, recurring incidents trends, and systemic issues • Enable Continuous Improvement via Product Feedback Loops • Ensure all recurring and material issues are translated into: • o Product backlog items • o Problem records and root cause analysis • Work with Product Teams to: • o Reduce incident demand • o Eliminate recurring defects • o Improve product stability and service reliability • Drive shift from incident resolution → issue prevention • Lead Transformation and Optimisation • Assess existing teams across capability, scale, and duplication • Support identification of shadow IT operations and bring into scope of transformation and optimisation • Define and execute a future-state Product Support strategy, including: • o Standardisation of roles and processes • o Tooling convergence • o Organisational optimisation • o Automation and self-serve reduction • Deliver measurable improvements in: • o Cost efficiency • o Service quality • o Scalability • Develop high-levels of automation to accelerate resolution times and reduce dependency on manual effort. • Develop and promote self-service capabilities for known incidents and requests. • Assess and plan the integration impact of M&A activity on Product Support capabilities, ensuring rapid alignment to the target operating model without service disruption. • Stakeholder and Executive Leadership • Act as a senior interface to: • o Divisional CIOs • o Business leadership • o Product and Engineering teams • Manage transition to centralised model while maintaining business confidence and service continuity • Enforce standards with authority, in collaboration with Enterprise IT leadership

🎯 Requirements

• Proven leadership of application / product support at scale (multi-region preferred) • Strong understanding of: • o Incident, request, and problem management (ITIL-aligned) • o Triage models and escalation frameworks • Experience standardising fragmented support models across multiple teams • Experience implementing or operating ServiceNow (or equivalent ITSM platform) • Strong stakeholder management at senior and executive level • Demonstrated ability to lead organisational consolidation and transformation • Experience across both: • o Infrastructure / Service Operations • o Product / application support or engineering • Experience in federated organisations moving to centralised models • Exposure to global operating models and cost optimisation initiatives