Director, Technical Services EMEA

THE ROLE

The Director, Technical Services EMEA leads the regional service delivery organisation for Everpure’s Technical Service support  with end‑to‑end accountability for outcomes across the EMEA region.

This role will be responsible for the EMEA  Technical Support Teams for but not restricted to the Flasharray customer solutions and then there is potential to change to leading the Business Critical Support operation and Technical Account Manager roles, providing leadership on strategy, people, process and tooling. The director turns high‑risk technical incidents and complex customer environments into consistent, predictable service delivery, partnering closely with Customer Advocacy, Escalations Engineering, Professional Services and Sales.

Please note, while this role is originally scoped at the Director level, we are open to hiring at the Senior Manager level for high-potential leaders. In this scenario, we are committed to providing the mentorship and scope to actively develop and grow you into a Director-caliber leader.

WHAT YOU'LL DO

• Strategic leadership and governance

  • Define and execute the EMEA Technical Services strategy in alignment with global CX and GTS goals
  • Set and maintain regional operating standards for Support  engagement, case ownership, escalation handling and change execution
  • Own regional success metrics for service quality, including CSAT, SLA adherence, backlog health and escalation hygiene
  • Represent EMEA Technical Services in global forums and QBRs, translating field reality into actionable priorities

  People leadership and organisation

  • Lead a team of managers and senior individual contributors across multiple EMEA locations
  • Own workforce planning, headcount and skill mix for the EMEA TSE / DSE organisation, including hiring, onboarding and rotations
  • Build progression paths, coaching programmes and certification plans that grow senior technical and leadership capability
  • Foster a calm, fact‑driven culture that performs well under pressure and supports healthy work patterns in a 24x7 environment

  Operational excellence

  • Ensure consistent execution of Plan of Action (PoA) standards, handover quality and case documentation across the region
  • Drive disciplined triage and escalation practices that are transparent, auditable and efficient
  • Oversee hotlist and Sev1 handling in EMEA, including GEO handovers, resource assignment and executive communications
  • Partner with WFM, logistics and Service Logistics to maintain site resilience, follow‑the‑sun coverage and scalable operations

  Customer leadership

  • Act as senior technical services leader for top strategic and Reserve accounts in EMEA, including banks, government, healthcare and critical infrastructure customers
  • Participate in Executive Briefings, QBRs and incident reviews, clearly framing technical risk, options and recommendations
  • Sponsor corrective action and remediation plans when service issues arise, ensuring clear owner, timeline and follow‑through
  • Build trusted relationships with customer executives and partners based on honesty, predictability and strong delivery

  Cross‑functional collaboration

  • Work closely with Customer Advocacy on systemic issues, CAP accounts and Mass Remediation Programs that affect EMEA customers
  • Partner with Escalations Engineering and Product to ensure systemic defects and design issues are understood, prioritised and communicated back into the field
  • Collaborate with Professional Services, Education (PEAK) and Customer Success to align on readiness, enablement and service design for new offers
  • Contribute to and adopt global standards for severity, case routing, JIRA usage and knowledge management

  Tooling, process and continuous improvement

  • Sponsor improvements to support tooling, telemetry and health checks that reduce time to triage and resolution
  • Use data to identify patterns in incidents, missed SLAs and backlog, then drive focused improvement work with measurable outcomes
  • Ensure DSE input is captured into KBs, runbooks and playbooks, and that these assets are kept current and usable
  • Champion responsible use of AI and analytics within Technical Services to improve diagnosis, documentation and routing quality
• We are primarily an in-office environment and therefore, you will be expected to work from the {{OFFICE_LOCATION}} office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

WHAT YOU BRING

Education and qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems or a closely related technical field, or equivalent practical experience
• Master’s degree (e.g. MSc in a technical discipline, or MBA with strong technical / services focus) is an advantage but not a requirement
• In lieu of a formal degree, 15+ years of directly relevant experience in enterprise technical services, including substantial time in senior leadership, will be considered
• Formal training and/or certification in IT service management (e.g. ITIL) strongly preferred

Required experience and skills

• Extensive experience in enterprise technical services, customer support, professional services or related roles in infrastructure, storage, cloud or similar domains
• Demonstrable experience in regional or global leadership roles managing senior technical teams that handle high‑severity incidents and complex enterprise customers
• Proven track record running 24x7 operations with measurable improvements in CSAT, SLA adherence and backlog health
• Demonstrated ability to lead under pressure in major incidents, including cross‑functional war rooms and executive‑level communications
• Strong background working with large financial, global high-tech, public sector or other business‑critical environments where downtime carries significant risk
• Hands‑on familiarity with modern enterprise infrastructure such as storage arrays, file and object workloads, virtualisation, networking and cloud services
• Clear, concise written and verbal communication skills, comfortable presenting to executives and technical audiences
• Strong analytical and data literacy skills, able to use dashboards and operational data to set priorities and track impact
• Experience building, coaching and retaining high‑performing technical teams across multiple sites and cultures

Travel and working pattern

• Primary location Dun Laoghaire,  Dublin, with full time  in the office to support team and cross‑functional collaboration
• Willingness to travel within EMEA and occasionally globally for customer meetings, internal summits and leadership forums
• Participation in an on‑call or incident leadership rotation for major escalations as needed

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