Role Description We’re looking for a Head of Support to lead the global delivery of Third-Party Support and Application Managed Services (AMS) across SAP, Oracle, and PeopleSoft environments. This leadership role focuses on operational excellence, customer success, service scalability, security governance, and continuous improvement across a fast-growing global support organisation. You’ll play a critical role in shaping support strategy, leading global teams, driving service innovation, and ensuring customers receive responsive, secure, and high-quality support services across complex enterprise landscapes. As a Head of Support, you’ll be: - Leading global support operations across SAP, Oracle, and PeopleSoft customer environments - Driving service delivery excellence across Third-Party Support and AMS functions - Managing major incidents, escalations, customer communications, and operational governance - Overseeing 24x7 global support operations, follow-the-sun models, and resource planning - Leading continuous improvement initiatives across support processes, tooling, automation, and service scalability - Managing enterprise security tooling and managed security services, including Trend Micro Deep Security, Waratek, and Trellix - Driving compliance and governance activities aligned to ISO9001 and ISO27001 standards - Partnering with Sales, Customer Success, Operations, HR, and Delivery teams to support customer growth and operational performance - Supporting pre-sales activities, customer workshops, RFPs, and operational assessments - Leading, mentoring, and developing high-performing global teams across multiple regions and disciplines Qualifications - Extensive experience leading enterprise application support services across SAP, Oracle, and/or PeopleSoft environments - Strong background in Third-Party Support, Application Managed Services (AMS), or global managed services delivery - Proven experience managing large-scale global support operations and customer-facing service delivery teams - Strong understanding of ITIL service management and operational governance frameworks - Experience managing enterprise security tooling, operational security services, and customer escalations - Commercially aware with the ability to balance customer satisfaction, operational quality, scalability, and profitability - Strong leadership, communication, stakeholder management, and team development skills - Experience leading geographically distributed teams across multiple time zones - Comfortable operating in fast-paced, high-growth, customer-focused enterprise environments - Experience working within ISO9001 and ISO27001 governed organisations is highly desirable Interview process Our hiring process is designed to be efficient and transparent. Here's what to expect: - Screening Call – A friendly chat with our Talent Acquisition team to get to know you and discuss the role - Hiring Manager Interview – Your chance to showcase your skills, experience, and ask us any questions about the role and team - Team Interview – Get to meet with other team members, dive into the exciting projects you’ll be working on, and experience the collaborative energy that drives our success! - Final HR Interview – A deeper conversation to understand your values, ensure a great cultural fit, and discuss the next steps Benefits - Competitive Salary: We value your hard work with a competitive market salary - Generous Annual Leave: Take plenty of time to recharge with 25 days holiday, plus extra days as you grow with us - Annual Leave Purchase Scheme: Need more time to relax? Purchase up to 5 additional days leave per annum - Birthday Leave: Celebrate YOU by taking your birthday off - Length of Service Rewards: Enjoy rewards like bonuses, extra leave, and paid sabbaticals for your dedication - Company Pension Scheme: Secure your future with our Company pension scheme - Perkbox Perks: Treat yourself with discounts, cashback, and wellness benefits - Fully Remote Model: Enjoy the flexibility of working 100% remotely, from wherever you are in the UK - no office required! - Employee Wellbeing: We’ve got your back with EAP, eye tests, flu vouchers, and excellent sick pay if you’re ever unwell - Personal Development: We invest in you with tailored training and career growth - Employee Referral Scheme: Get rewarded for bringing great talent to our team Company Description At Support Revolution, we help organisations break free from overpriced software support and forced upgrades, slashing maintenance costs while delivering superior service. Our mission is to empower businesses to reallocate savings into innovation, fuelling their growth. If you’re ready to be part of a fast-growing, forward-thinking company, join us and be part of the revolution!

• Respond to users via social media and live chat with empathy, clarity, and speed • Troubleshoot issues across multiple platforms simultaneously • Monitor transactions to detect suspicious or unusual activity • Assist in resolving chargebacks and disputes • Collaborate with internal teams on fraud prevention strategies • Assist our product team in identifying and resolving bugs through submitting bug tickets.

• Coach and support a team by providing feedback and leading meetings • Manage sensitive customer escalations and complaints • Oversee customer data privacy requests • Partner with Legal, Compliance, and Risk teams to improve workflows • Maintain accurate records and documentation

Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you: We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on June 15th, 2026. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do. As a leader in insurance, MetLife never underestimates the significance of the impact made by our associates. To enhance your success and engagement from day one and throughout your career, we provide numerous benefits including, but most definitely, not limited to: Competitive compensation starting at $20/hour with paid training, comprehensive benefits and paid time off. Key Responsibilities - Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc. - Live within a commutable distance to a MetLife Office - Complete training in-office for a designated period of time. No PTO can be taken during the training period. Must adhere to strict start/end times. Position will move to virtual after successful completion of training. - Attend required office visits at least once a month at the direction of leadership, including for monthly events, training, meetings, etc. - Work required shift during hours of operation between 8:00am - 11:00pm ET (7 AM to 10 PM CT), Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process. - Consistently meet or exceed key performance indicators. Required Qualifications - Strong computer/keyboard skills. - Ability to navigate between multiple computer systems and applications simultaneously. - Quickly grasp information and efficiently solve verbal challenges with strategic thinking. - Ability to adapt to new technologies. - Communicate complex verbal and written concepts with ease. - Strong ability to multitask, navigate business procedures and problem solve. - Pay close attention to details, and account for details that may be overlooked. - Ability to prioritize and manage time effectively. - Demonstrate empathy and active listening to others Preferred Qualifications - A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment. - Higher education or professional certification - Insurance or financial service industry experience - Prior call center experience - High School Diploma or GED The expected salary for this position is 41,600/year . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.