Product Support Manager for Defence

Join Systematic and play a key role in ensuring the continued success of our products and services! You will lead and manage a team of specialists, provide high-quality customer support, manage product licences and oversee our online delivery system. In this role, you will draw on your stakeholder management skills as well as your leadership skills when collaborating across our global offices, ensuring consistent and high-quality product support efforts.

Drive and lead a global and central customer-facing function
The Product Support team is a central and key function within our Defence Product Development organisation, focusing on and ensuring the success of our Defence products and services together with high-level customer support. The team handles a large range of responsibilities, such as providing direct customer support, managing product licences and overseeing the online delivery system.

As Product Support Manager, your responsibilities will include setting the direction and managing a team of specialists. You will also lead and drive the collaboration across a global network of engineers and specialists to maintain consistency and high quality in our product support efforts.

In short, your responsibilities will be to: 
•    lead and manage the Product Support team in Aarhus
•    analyse problems, identify root causes and provide effective solutions as well as actively handle customer tickets and escalations to ensure and maintain a high level of customer satisfaction
•    maintain and enhance product support workflows, processes, tools and documentation to ensure their relevance and utility for our global team
•    manage software deliveries to customers, including overseeing delivery servers, maintaining encryption procedures and accessing management while ensuring compliance with all export requirements. 

Customer-centric mindset with technical customer support experience
To be successful in this role you must have more than 3 years of experience from a similar role, driving and managing an IT support function combined with leadership and people management experience. 
You have a sound knowledge of IT support systems and using Service Management tools.

Ideally, you:
•    have an IT/technical educational background as an engineer, information technologist or similar
•    communicate fluently in Danish as well as English
•    have ITIL certification
•    have strong communication skills that ensure that you communicate effectively with various stakeholders – both externally and internally.

We are also on the lookout for: 
•    a solution-driven team player with a customer-centric mindset 
•    experience with the military domain; this would be desirable, but is not a requirement
•    a structured, collaborative and analytical workstyle.

Please note that you must have a clean criminal record and have lived in a NATO/EU country for the past seven years as we work with security-classified projects. Read more here.
 

Never stop developing 
Systematic is truly international, proudly Danish and uniquely people-centric. Together, we write intelligent and innovative code to drive progress and improve lives. We develop IT solutions that make a real difference where it matters most. That is why we never stop developing. Here, there is room to be professional and personal. Systematic is not just a place to work but a place to belong. 
 
At Systematic, you can look forward to joining our Employees Club, which offers close to 100 social/professional events each year. Employees also highlight our canteen, which serves a wide variety of delicious and healthy dishes each day. Other staff benefits include home Internet, health insurance and an employee pension scheme. Last but not least, we are always up for a friendly padel match at our new padel court in Aarhus!
 
Start your development here
We are assessing applications as we receive them as we wish to fill the position as soon as possible, so click Apply Now and submit your CV today.  
If you have any questions, you are always welcome to contact us on +45 8943 2000 and ask for Henrik Møller Hedemark, Vice President, Product Development and Quality.

Since we wrote our first line of code in 1985, privately owned Systematic A/S has grown to an international software house with more than 1.200 employees representing 27 different nationalities working at offices in 11 countries and with customers all over the world. Our goal is simple: To improve the world with exceptional software. We deliver software and system solutions for customers within the public sector, the health sector, the defence sector, the police, the financial sector and the service sector, and we have more than one million users worldwide. We work on a foundation of trust, where we have freedom and responsibility to make decisions in our daily lives. We are dedicated to making a difference, and dare to challenge technology, each other and ourselves. As a new employee at Systematic, you will be welcomed by helpful colleagues, and you can look forward to both a mentor scheme and all the support you need. Together, we can develop and fulfil your potential and make Systematic even better.