Senior Manager, Global Support and Service Management

Be a part of something bigger...

Our Story

Be a part of something bigger...

Radar Healthcare is dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory standards – making it easier than ever for healthcare providers to deliver top-quality care to their patients.

We’re on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you’re passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey.

So if you’re up for an exciting challenge and want to be part of a team that’s making a real impact, we’d love to hear from you!

Our Values

At Radar Healthcare, we are all proud of our values-led, open, supportive and inclusive culture. It's just as important that anyone joining our friendly team share the same values as us, to ensure we're all on the same page from day one, so we're looking for people who feel aligned to the following:

Hold Trust First

Empower Innovation

A Bias for action

Relentless Customer Focus

Team and Communities

Our People & Culture

At Radar Healthcare, we understand and celebrate the fact that our people are our best assets! We are proud to showcase our diverse and passionate talent that encapsulates our vision, purpose and values in our shared mission of innovation in healthcare. We’re an ambitious but caring team, and so supporting our colleagues and partners is always a top priority. Not to mention, we’re not all work and no play – we love getting together to celebrate our achievements together in various settings, whether it be our winter and summer socials, our people-led full company days, team get togethers or simply just interacting and supporting one another over coffee breaks either remotely or in person at our amazing Leeds office.

"We're also super proud to be Great Place to Work-Certified, based on outstanding feedback directly from our team earlier this year, with 91% of the team agreeing that they "would strongly endorse my company to friends and family as a great place to work" Not to mention Radar Healthcare has been named one of the UK’s Top 100 Companies to Work For 2025, one of the Top 20 Tech Companies to Work For, and has received a Two Star Accreditation from Best Companies, recognising ‘Outstanding’ levels of workplace engagement."" 🫶🏼

The Opportunity

Radar Healthcare's new ⭐Senior Manager, Global Support and Service Management

Main Purpose of the Role

Lead the transformation of global customer support from a reactive operation into a mature, data-led and increasingly AI-enabled service organisation. The role owns the people, processes, technology and cross-functional relationships required to deliver dependable service for healthcare customers operating in highly regulated and operationally critical environments.

The individual will combine strong IT service management discipline with modern SaaS support leadership, build scalable service operations across UK and international markets, lead major incidents with calm authority, and introduce automation that improves triage, routing, knowledge reuse and resolution while maintaining human accountability and customer trust.

What you’ll be doing to make a difference:

Service Leadership and Operating Model

• Lead, coach and develop a high-performing, customer-focused global Support function with clear roles, standards, objectives and career pathways.

• Own global Support strategy, the operating model and day-to-day service performance across customer-facing and technical support.

• Design scalable ways of working that connect customer communication, technical investigation and cross-functional resolution without avoidable hand-offs.

• Own demand, capacity, rota, international coverage and handover planning across teams, partners and time zones.

• Set service level agreements, operational targets and quality standards, intervening early where performance or customer confidence is at risk.

Service Management, Incidents and Continual Improvement

• Own practical ITIL-aligned incident, major incident, problem, request, knowledge, change-interface and continual-improvement practices suited to a growing SaaS business.

• Create a trustworthy view of service health covering demand, backlog, ageing, response, resolution, customer communication, escalations, repeat issues and corrective actions.

• Act as senior business lead for major incidents, establishing command, ownership, escalation routes, decision cadence and clear internal and customer communications.

• · Define and deliver an AI-enabled support roadmap, including safe agents and automation for triage, classification, routing, duplicate detection, summarisation, knowledge retrieval and suggested customer updates.

• Build confidence with senior customer stakeholders and establish clear cross-functional working agreements, accountabilities and boundaries between incidents, service requests, configuration and paid professional services.

Security and Quality Responsibilities:

• Maintain appropriate human oversight, auditability, quality testing, privacy controls and escalation boundaries for AI-assisted decisions.

• Ensure service practices support information security, clinical safety, regulatory and contractual obligations, particularly where incidents may affect care delivery or customer data.

Your journey so far...

• Leadership experience in customer support, technical support, service delivery or IT service management within B2B SaaS or technology.

• Strong record of building or transforming support operations in a scaling business across people, process, technology and performance.

• Practical ownership of major incident, incident and problem management in a customer-facing production environment.

• Experience leading distributed or international teams and coordinating across functions, time zones and partners.

• Hands-on experience designing, building or deploying AI agents, workflow automation or machine-learning-enabled support capabilities in live service.

• Strong understanding of ITIL practices, service metrics, knowledge management, root-cause analysis and continual improvement.

• Confidence with platforms such as Freshdesk, Zendesk, ServiceNow, Salesforce Service Cloud and Jira.

Even better if you…

• Experience in health technology, clinical software, regulated SaaS or another operationally critical environment.

• Experience supporting customers or partners in the Middle East, United States or New Zealand.

• Experience with observability, status communications, customer portals, knowledge tooling and support-to-engineering integrations.

The Bigger Picture

Whilst we value professional experiences and qualifications, we’re committed to maintaining a culture of growth and development here at Radar Healthcare. We take into account each candidates demonstrable skillset, drive and ethos so even if you don’t feel 100% qualified for the role – we welcome you to connect with us. We’d love to hear from passionate candidates from all backgrounds that align themselves with our company values and are excited to make a difference in healthcare!

What we offer in return...

💰 A competitive salary dependent on experience

💜 Values-led culture - we’re extremely proud of our culture. Learn more about what makes it special here

🏢 Flexible working – We believe in empowering our team to work in a way that suits them best. Whether you’re an early bird or prefer working from home most of the time, we trust you to get the job done around our core hours. We have a base expectation of 1 day per month in the office but outside of this, although we have a fantastic office in the heart of Leeds (complete with a rooftop bar for the summer months), the choice is yours!

🏝️ 25 days holiday (+ Bank holidays) continually increasing with service, plus the option to buy up to a week to suit whatever exotic adventures or big life events you have planned for the year ahead

🎂 Birthdays off and a surprise through the letterbox - we love to make a song and dance about every year around the sun!

🤝🏽 Charity leave – giving back is important to us, so we empower all our team members to support charity every year on company time

🧠 Mental healthcare - Face to face counselling support, an app, and an Employee Assistance Program and many colleagues trained in mental health first aid

👩🏾‍⚕️ Healthcare - Cover with Medicash, you get money back when you spend on health appointments e.g. physio, dental, optician, prescriptions, private GP + more

💛 Life cover – a pay-out of 3x your salary to support your beneficiaries if the worst happened

💐 Compassionate leave of up to 5 days time off if you lose a loved one

🤕 Paid sick leave - Enhanced sick pay after 6 months (increasing with service)

🍼 Enhanced family leave - Primary caregivers (maternity/adoption); 16 weeks full pay, 10 weeks half pay & secondary caregivers (paternity); 2 weeks full pay and another 2 weeks full pay to take in your new arrivals first year of life (once you have been with us for 1 year)

💵 Pension - We’re invested in your future, we contribute 3% of your salary to your pension pot, helping you save up for those golden years!
🚙Electric vehicle scheme - Save up to 60% on the cost of an Electric Car

👶Workplace Nursery Scheme - Save up to 41% on nursery fees while accessing a growing network of nursery partners across the UK

🚲Cycle, Tech & Home schemes - Save on home and tech purchases by spreading the cost through interest-free salary deductions, with access to products from leading retailers.

💻 Technology – Rest assured, we'll have a laptop all set up and ready for you on your first day. Additionally, in your first week, we’ll conduct a WFH risk assessment to ensure you have everything you need, including a second screen, keyboard, mouse, and any other goodies!

🐶 Dog friendly office

🎈 Socials – we get together as a full company at least four times per year, plus at least once a quarter in individual teams, too. Not including all the fun activities being planned by our newly formed social committee.

🧩 Discounts on cinema, vouchers, gym memberships, days out and much much more

✨ PLUS a monthly £36 allowance on our flexible benefits platform Radar Rewards to spend on whatever else you might be after (private medical insurance, dental insurance, critical illness cover, or upgrade any of the covers above) with the ability to top up from salary if desired. We’re all different, after all!

Accessibility

If you require any special considerations or adjustments to our application and interviewing process, please don't hesitate to let us know. We understand and celebrate the fact that every person that we connect with is different and therefore requires different starting points on their journey with us. If you have a medical condition or disability we are committed to ensuring that our process is inclusive and accessible for all, let us know how we can best support you.

Connect with us!

We'd love to hear from you! If this role isn't quite right for you but you feel like Radar Healthcare could be, click the Connect button on our careers site and we'll keep you in the loop of new opportunities as they arise. You can also find out more about our mission, values and culture by checking out our various channels:

🎧 Listen to Our What the HealthTech podcast

🔗 Connect with us on Linkedin

💚 Discover why Radar Healthcare is a fantastic place to work from our very own people on Glassdoor!

Connect with us on our journey and get to know the people who make us shine!