Head of Support & Service Reliability Engineering Job at Guildford, England, United Kingdom, GU1 1QA Full Time NEW

We are seeking a Head of Support & Service Reliability to lead and evolve our global support function into a proactive, platform-integrated reliability capability.

This role provides an exciting and dynamic opportunity for an outcome focused individual; as Sycurio is in a critical inflection point as we transition from a single-tenant architecture to a multi-tenant SaaS platform, requiring a fundamental shift from reactive ticket handling to systemic reliability, observability, and customer experience management at scale.

You will own the end-to-end operational integrity of the platform, ensuring availability, performance, and customer trust, while partnering closely with Engineering, Product, and Customer-facing teams; being a key contributor to our GRR goal of 90%+

Sycurio employs a strategic managed service provider who provides the people, tooling, and day-to-day execution across all support tiers. The Head of Support sets the standards, governs vendor performance, and ensures every aspect of the support experience — from incident response to customer satisfaction — meets enterprise-grade expectations

Key Responsibilities:

• Service Reliability & Platform Stability

• Own platform availability, performance, and reliability across all tenants

• Reduce incident frequency, severity, and blast radius

• Establish and drive Service Reliability Engineering (SRE) principles

• Ensure scalability and operational readiness of a multi-tenant platform

• Incident Management & Response

• Implement and lead a structured incident management framework (P1–P4)

• Act as executive owner of major incidents (P1/P2)

• Drive improvements in:

• Mean Time to Detect (MTTD)

• Mean Time to Resolve (MTTR)

• Ensure clear, consistent internal and external communication during incidents

• Observability & Monitoring

• Define and implement a comprehensive observability strategy, including:

• Technical telemetry (infrastructure, application, APIs)

• Business telemetry (transactions, payment success rates, usage)

• End-to-end customer journey visibility

• Ensure issues are detected proactively, not customer-reported

• Partner with Product and Engineering to embed telemetry into the platform

• Support Operations (L1–L3)

• Lead global support teams ensuring high-quality, SLA-driven case management

• Define and enforce support processes, tooling, and performance standards

• Improve key metrics:

• First response time

• Resolution time

• Reopen rate

• Escalation quality

• Platform Operations & Change Management

• Oversee operational aspects of the platform, including:

• Release management and deployment safety, ensuring all releases are observable, reversible, and low-risk

• Change control processes

• Environment consistency across staging and production

• Own the visibility and continuous improvement of delivery and recovery performance using the DORA metrics, in partnership with Engineering

• Issue Management & Root Cause Discipline

• Establish rigorous Root Cause Analysis (RCA) standards

• Identify and eliminate systemic issues (not just symptom fixes)

• Track and reduce recurring incidents

• Feed insights into Product and Engineering roadmaps

• Customer Experience & Commercial Alignment

• Align support with Customer Success and Sales

• Ensure coordinated communication during incidents

• Protect customer relationships during critical events

• Introduce tenant-aware impact assessment (ARR, strategic accounts, regulatory exposure)

• Support enterprise-grade expectations for transparency and reliability

• Cross-functional Leadership

• Act as the bridge between:

• Engineering

• Product

• Customer Delivery / Success

• Embed supportability and operational readiness into:

• Pre-sales (Stage 4/5 governance)

• Product development

• Deployment processes

• Managed Service Governance

• Chair regular operational reviews and quarterly business reviews with the managed service leadership team

• Own the managed service scorecard — defining KPIs, reviewing performance data, and driving accountability for misses

• Manage contract compliance, SLA adherence, and commercial exposure from managed service underperformance

• Lead continuous improvement programs jointly with the managed service provider, including tooling upgrades, process redesigns, and training investments

• Maintain an escalation path for systemic or persistent managed service failure, up to and including remediation planning

Key qualifications, skills, experience:

Required

• 10+ years in Support, Platform Operations, or SRE leadership roles

• Proven experience in multi-tenant SaaS and legacy environments

• Strong understanding of:

• Distributed systems

• Incident management at scale

• Observability frameworks

• Track record of building and scaling high-performing operational teams

• Experience in outsourced or hybrid operational models

• Experience working cross-functionally with Engineering and Product

Preferred

• Background in payments, security, or compliance-driven environments (e.g., PCI)

• Experience with API-first platforms and telephony/payment flows

• Familiarity with observability tools (e.g., Grafana, etc.)

PI6555f5205be5-30511-40604515