Regional Customer Support Director

plications. These products support customers' live, production-critical environments, making support quality and responsiveness essential.

Key Responsibilities:

• Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met.

• Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems.

• Partner with regional and global leadership to align support strategies with broader grid software and services objectives.

• Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability.

• Analyze support performance metrics, identify trends, and implement data-driven improvements.

• Ensure a consistent customer experience across all support touchpoints.

• Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements.

• Drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources.

• Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives.

• Contribute to resource planning, budgeting, and supplier governance processes.

Essential Qualifications:

• Proven experience leading customer support or service delivery functions within a technology or enterprise software environment.

• Experience leading geographically distributed teams across multiple countries, cultures, and time zones.

• Strong track record of managing third-party service providers or strategic delivery partners, including SLAs, KPIs, and contract performance.

• Deep understanding of customer support operations, service delivery models, and customer satisfaction metrics.

• Experience working with enterprise support tools and reporting platforms (e.g. ServiceNow or similar systems).

Desired Traits:

• Strong leadership presence with the ability to guide teams through high-pressure, customer-critical situations.

• Excellent communication, negotiation, and stakeholder-management skills.

• Strategic mindset with the ability to balance operational execution and long-term improvement initiatives.

• Proactive, accountable, and results-driven.

• Comfortable operating in complex, fast-paced, and evolving environments.

• Strong analytical and problem-solving skills with a continuous-improvement mindset.

• Collaborative leadership style with the ability to foster team cohesion across geographies.

What We Offer:

• A senior leadership role at GE Vernova, a company with over 130 years of legacy, responsible for generating 25% of the world's electricity and driving the future of electrification, grid modernization, AI, and renewable energy.

• Ownership of a region-wide customer support organization for enterprise, mission-critical software used by utilities and grid operators.

• Competitive senior-level compensation with a flexible benefits program, allowing employees to tailor benefits to their own needs.

• Comprehensive private medical coverage (including family cover), defined-contribution pension with flexible contribution options, life assurance, and income protection.

• 26 days of annual leave, with the option to buy or sell additional days.

• Company car or cash allowance, plus access to wellbeing, lifestyle, and employee support programs.

• Flexible working arrangements, with the role open to candidates based in the UK and working remotely or from a GE Vernova office.

Additional Information

Relocation Assistance Provided: Yes

#LI-Remote - This is a remote position