Head of Global Application Support
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections with real content. The posting includes description (About the role) – we can treat as "About the role". Responsibilities: many bullet points. Requirements: bullet list. Qualifications: maybe "Preferred Qualifications". Skills: maybe "Leadership And Technical Capabilities". Benefits: they gave a paragraph about benefits varying by country and sample for US employees. Pay: not mentioned. Schedule: location mentions remote/hybrid/onsite but not schedule specifics; we could treat "Location" maybe not schedule. Since schedule not given, we should not create Schedule section. Pay not given, so omit. Benefits: we have content, so include Benefits section.
We need to use - for any list of duties/requirements/benefits. For prose, use
. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. So we should drop the Equal Opportunity Employer Statement. Also drop "Location We are open to discussing the remote, hybrid, or onsite work arrangement." Might be considered location info; but not schedule. Could we include as a short paragraph under maybe "About the role"? The instruction: do not put Job ID/requisition numbers as headings — fold minor metadata into a short
or drop it. Location is minor metadata; we could include as a short p under maybe "About the role" or separate? Probably better to include as a short p under "About the role" or maybe separate "Location" but not a required heading. Since we only have headings list, we could add a
after the responsibilities etc. But we need to preserve all substantive information; location is substantive? It's about work arrangement. Could include as a paragraph under "About the role" or separate
without heading. The instruction: Output ONLY the HTML fragment — no /, no markdown code fences. So we can output series of sections.
We need to avoid filler like "commensurate with experience". Not present.
Let's extract sections:
About the role: first paragraph(s) describing role: "The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers. This leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams."
We can put that in
.
Responsibilities: list of bullet points under "Essential Functions And Responsibilities". We need to capture each bullet. The text includes several paragraphs each starting with a bold heading? Actually they are sections: "Build and Lead the Global Support Function", then bullet-like sentences. We'll treat each sentence as a list item. We need to preserve all detail; we can break into
- items.
Let's list responsibilities:
- Develop and execute the global application support strategy, operating model, organizational design, and phased staffing plan
- Grow, coach, and retain a high-performing, distributed team with clear roles, career paths, coverage expectations, and succession plans
- Define the appropriate service model for enterprise single-tenant and multi-tenant customers, balancing customer commitments, risk, scalability, and cost
- Own multi-tier support operations, service performance, queue and backlog health, severity and escalation standards, and customer communications
- Lead critical customer escalations and major incidents, ensuring timely coordination, executive communication, root-cause analysis, corrective actions, and follow-through
- Establish service reviews and improvement plans that strengthen transparency, customer satisfaction, retention, and confidence
- Implement practical, scalable incident, problem, defect, request, knowledge, and change-management practices, with clear interfaces to Engineering and other escalation teams
- Evaluate and improve ITSM, monitoring, analytics, self-service, knowledge, workflow automation, and AI-enabled support capabilities
- Define KPIs, dashboards, and governance routines covering service levels, response and resolution, backlog, quality, recurring issues, customer experience, capacity, and productivity
- Own end-to-end release management activities for customer applications
- Set support-readiness and acceptance criteria for new products, releases, integrations, implementations, and significant changes, including documentation, training, monitoring, and knowledge transfer
- Use operational data, customer feedback, and trend analysis to reduce repeat issues, improve product supportability, and prioritize systemic improvements
- Partner across functions and levels to resolve ownership gaps, improve handoffs, and translate customer and support insights into product and operational decisions
- Ensure support practices maintain appropriate documentation, traceability, audit readiness, security, privacy, and compliance for regulated and business-critical platforms
- Partner with Quality, Product and Cloud/IT/Security teams to apply risk-based requirements for validated GxP systems, including applicable GAMP 5, CSA or CSV, and 21 CFR Part 11 expectations
- Develop capacity plans, budget and vendor recommendations, and technology investment priorities supported by operational data
That seems comprehensive.
Requirements: bullet list:
- Bachelor's degree in computer science, information technology, engineering, business administration, or a related field, or equivalent relevant experience
- 10 or more years of progressive experience in enterprise application support, SaaS operations, technical support, or IT service management, including at least five years leading customer-facing teams
- Demonstrated success building or materially transforming a global or distributed support function, including people, process, technology, and performance management
- Experience supporting multiple cloud-hosted software platforms and complex customer environments
- Proven leadership of major incidents, executive customer escalations, service governance, operational readiness, and sustained improvement initiatives
- Experience selecting, implementing, or optimizing ITSM, monitoring, knowledge, reporting, workflow automation, or AI-enabled support tools
Leadership And Technical Capabilities: could be considered Skills section. We'll treat as Skills.
List:
- Enterprise-minded leader who can set direction, build organizational capability, and remain close enough to operations to remove barriers and ensure accountability
- Strong cross-functional influence and executive communication skills, including the ability to translate technical issues, risk, and operational data for customers and senior leaders
- Working knowledge of cloud-based SaaS architectures, preferably AWS, and of APIs, integrations, data flows, databases, observability, application performance monitoring, and identity and access management
- Sound judgment in high-pressure situations, with a disciplined approach to prioritization, customer communication, decision-making, and follow-through
- Data-driven and improvement-oriented, with the ability to balance customer experience, quality, operational risk, scalability, and cost
Preferred Qualifications: could be under Qualifications section (maybe separate). We'll include as Qualifications.
List:
- Experience supporting validated GxP systems or regulated life sciences software; familiarity with GAMP 5, CSA or CSV, and 21 CFR Part 11
- ITIL certification or comparable service-management expertise; advanced degree in business, information systems, engineering, or a related discipline
- Practical experience applying generative AI, intelligent search, automation, or advanced analytics in support or service-management operations, with appropriate privacy, security, governance, and human oversight
Benefits: paragraph: "Benefits vary by country, but remain competitive. Below is a sample of the benefits offered to U.S. employees. Choice of comprehensive Medical, Vision and Dental Insurance plansPaid vacation time and sick daysCorporate holidays annuallyParticipation in the 401K PlanComprehensive perks and discount programs for AAA, wholesale, insurance, Rx, fitness, pets, entertainment, etcHealth Advocate and Employee Assistance Program"
We need to format as list items maybe. The text missing spaces; but we can keep as is? Better to split into list items: each benefit separated by missing spaces. We'll parse: "Choice of comprehensive Medical, Vision and Dental Insurance plans", "Paid vacation time and sick days", "Corporate holidays annually", "Participation in the 401K Plan", "Comprehensive perks and discount programs for AAA, wholesale, insurance, Rx, fitness, pets, entertainment, etc", "Health Advocate and Employee Assistance Program". We'll make
- for each.
Location: "We are open to discussing the remote, hybrid, or onsite work arrangement." Could be a short p under maybe "About the role" or separate. Since not a heading, we can add a
after Benefits maybe.
We must not include EEO statement.
Now construct HTML:
About the role
The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers. This leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams.
Responsibilities
- Develop and execute the global application support strategy, operating model, organizational design, and phased staffing plan
- Grow, coach, and retain a high-performing, distributed team with clear roles, career paths, coverage expectations, and succession plans
- Define the appropriate service model for enterprise single-tenant and multi-tenant customers, balancing customer commitments, risk, scalability, and cost
- Own multi-tier support operations, service performance, queue and backlog health, severity and escalation standards, and customer communications
- Lead critical customer escalations and major incidents, ensuring timely coordination, executive communication, root-cause analysis, corrective actions, and follow-through
- Establish service reviews and improvement plans that strengthen transparency, customer satisfaction, retention, and confidence
- Implement practical, scalable incident, problem, defect, request, knowledge, and change-management practices, with clear interfaces to Engineering and other escalation teams
- Evaluate and improve ITSM, monitoring, analytics, self-service, knowledge, workflow automation, and AI-enabled support capabilities
- Define KPIs, dashboards, and governance routines covering service levels, response and resolution, backlog, quality, recurring issues, customer experience, capacity, and productivity
- Own end-to-end release management activities for customer applications
- Set support-readiness and acceptance criteria for new products, releases, integrations, implementations, and significant changes, including documentation, training, monitoring, and knowledge transfer
- Use operational data, customer feedback, and trend analysis to reduce repeat issues, improve product supportability, and prioritize systemic improvements
- Partner across functions and levels to resolve ownership gaps, improve handoffs, and translate customer and support insights into product and operational decisions
- Ensure support practices maintain appropriate documentation, traceability, audit readiness, security, privacy, and compliance for regulated and business-critical platforms
- Partner with Quality, Product and Cloud/IT/Security teams to apply risk-based requirements for validated GxP systems, including applicable GAMP 5, CSA or CSV, and 21 CFR Part 11 expectations
- Develop capacity plans, budget and vendor recommendations, and technology investment priorities supported by operational data
Requirements
- Bachelor's degree in computer science, information technology, engineering, business administration, or a related field, or equivalent relevant experience
- 10 or more years of progressive experience in enterprise application support, SaaS operations, technical support, or IT service management, including at least five years leading customer-facing teams
. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. So we should drop the Equal Opportunity Employer Statement. Also drop "Location We are open to discussing the remote, hybrid, or onsite work arrangement." Might be considered location info; but not schedule. Could we include as a short paragraph under maybe "About the role"? The instruction: do not put Job ID/requisition numbers as headings — fold minor metadata into a short
or drop it. Location is minor metadata; we could include as a short p under maybe "About the role" or separate? Probably better to include as a short p under "About the role" or maybe separate "Location" but not a required heading. Since we only have headings list, we could add a
after the responsibilities etc. But we need to preserve all substantive information; location is substantive? It's about work arrangement. Could include as a paragraph under "About the role" or separate
without heading. The instruction: Output ONLY the HTML fragment — no /, no markdown code fences. So we can output series of sections. We need to avoid filler like "commensurate with experience". Not present. Let's extract sections: About the role: first paragraph(s) describing role: "The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers. This leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams." We can put that in
. Responsibilities: list of bullet points under "Essential Functions And Responsibilities". We need to capture each bullet. The text includes several paragraphs each starting with a bold heading? Actually they are sections: "Build and Lead the Global Support Function", then bullet-like sentences. We'll treat each sentence as a list item. We need to preserve all detail; we can break into
after Benefits maybe. We must not include EEO statement. Now construct HTML:
About the role
The Head of Global Application Support will build and lead a scalable, customer-focused support organization for multiple cloud-based clinical platforms serving a global customer base. The portfolio includes dedicated single-tenant enterprise environments and multi-tenant solutions used by small and mid-size customers. This leader will establish the operating model, team structure, processes, tools, governance, and performance discipline required to deliver reliable service as the business grows. The role combines strategic leadership with hands-on operational ownership and requires close partnership with Product, Engineering, Cloud/IT/Security, Quality, Implementation, and customer-facing teams.
Responsibilities
- Develop and execute the global application support strategy, operating model, organizational design, and phased staffing plan
- Grow, coach, and retain a high-performing, distributed team with clear roles, career paths, coverage expectations, and succession plans
- Define the appropriate service model for enterprise single-tenant and multi-tenant customers, balancing customer commitments, risk, scalability, and cost
- Own multi-tier support operations, service performance, queue and backlog health, severity and escalation standards, and customer communications
- Lead critical customer escalations and major incidents, ensuring timely coordination, executive communication, root-cause analysis, corrective actions, and follow-through
- Establish service reviews and improvement plans that strengthen transparency, customer satisfaction, retention, and confidence
- Implement practical, scalable incident, problem, defect, request, knowledge, and change-management practices, with clear interfaces to Engineering and other escalation teams
- Evaluate and improve ITSM, monitoring, analytics, self-service, knowledge, workflow automation, and AI-enabled support capabilities
- Define KPIs, dashboards, and governance routines covering service levels, response and resolution, backlog, quality, recurring issues, customer experience, capacity, and productivity
- Own end-to-end release management activities for customer applications
- Set support-readiness and acceptance criteria for new products, releases, integrations, implementations, and significant changes, including documentation, training, monitoring, and knowledge transfer
- Use operational data, customer feedback, and trend analysis to reduce repeat issues, improve product supportability, and prioritize systemic improvements
- Partner across functions and levels to resolve ownership gaps, improve handoffs, and translate customer and support insights into product and operational decisions
- Ensure support practices maintain appropriate documentation, traceability, audit readiness, security, privacy, and compliance for regulated and business-critical platforms
- Partner with Quality, Product and Cloud/IT/Security teams to apply risk-based requirements for validated GxP systems, including applicable GAMP 5, CSA or CSV, and 21 CFR Part 11 expectations
- Develop capacity plans, budget and vendor recommendations, and technology investment priorities supported by operational data
Requirements
- Bachelor's degree in computer science, information technology, engineering, business administration, or a related field, or equivalent relevant experience
- 10 or more years of progressive experience in enterprise application support, SaaS operations, technical support, or IT service management, including at least five years leading customer-facing teams