Director, Technical Services EMEA

About the Role

Join Everpure as the Director of Technical Services for EMEA, steering the regional service delivery team with full responsibility for technical support outcomes across the EMEA region. This leadership position focuses initially on managing EMEA Technical Support Teams related to Flasharray solutions and may expand to include oversight of Business Critical Support and Technical Account Management functions. You'll be instrumental in transforming complex technical incidents into reliable, efficient service experiences while collaborating closely with multiple internal teams.

Key Responsibilities

• Provide strategic direction for EMEA Technical Services, aligning efforts with global customer experience and technology service objectives.
• Establish and uphold regional standards for support engagement, escalation processes, and case management.
• Take ownership of regional service success indicators, including customer satisfaction, SLA compliance, backlog management, and escalation control.
• Represent EMEA Technical Services in global meetings and quarterly business reviews by translating operational realities into actionable strategies.
• Lead a geographically distributed team of managers and senior professionals, driving workforce planning, recruitment, induction, and internal mobility.
• Develop career advancement opportunities, coaching programs, and certification initiatives to cultivate advanced technical and leadership skills.
• Promote a composed, data-driven culture conducive to sustained performance within a 24/7 operational environment.
• Ensure consistent execution of operational plans, including quality case handovers and documentation standards.
• Manage triage and escalation protocols to maintain transparency, traceability, and efficiency.
• Oversee urgent incident management and coordinate geo handovers, resource allocation, and executive communication.
• Collaborate with workforce management, logistics, and service departments to maintain operational resilience and scalable, follow-the-sun coverage.
• Act as the primary technical leader for strategic accounts across sectors such as banking, government, healthcare, and critical infrastructure within EMEA.
• Engage in executive briefings, quarterly reviews, and incident analyses, articulating technical risks and solutions clearly.
• Spearhead action plans to remediate service issues with defined ownership and timely follow-through.
• Cultivate trustworthy relationships with customer leaders grounded in transparency and reliable delivery.
• Partner with Customer Advocacy on systemic issues and large-scale remediation projects impacting EMEA clients.
• Work jointly with Escalations Engineering and Product teams to address and prioritize systemic defects and design challenges.
• Coordinate with Professional Services, Education, and Customer Success to ensure readiness and alignment on new service offerings.
• Adopt global standards regarding case severity, routing, issue tracking, and knowledge management tools.
• Champion enhancements in support tools, telemetry, and health monitoring to accelerate issue resolution.
• Analyze incident data to detect patterns and lead targeted process improvements with measurable results.
• Ensure ongoing updates and usage of knowledge bases, runbooks, and playbooks reflecting frontline insights.
• Support responsible AI and analytic tools integration to improve diagnosis, documentation, and routing quality.
• Work primarily on-site at the Dublin office, complying with organizational policies except during approved leave or travel.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or closely related technical field, or equivalent practical experience.
• Master’s degree (technical discipline or MBA with technical focus) is advantageous but optional.
• Alternatively, 15+ years of relevant experience in enterprise technical services with significant senior leadership tenure may be considered.
• Certification and/or formal training in IT service management frameworks such as ITIL strongly preferred.
• Proven extensive background in enterprise technical services, customer and professional support roles within infrastructure, storage, cloud, or comparable environments.
• Experienced regional or global leader managing senior teams tasked with handling high-severity incidents and complex customers.
• History of managing 24x7 operations and improving customer satisfaction, SLA compliance, and backlog health.
• Capable of leading effectively during critical incidents, including multi-team war rooms and executive communications.
• Familiarity with modern infrastructure technologies such as storage arrays, virtualisation, networking, and cloud platforms.
• Excellent communication skills for executive briefings and technical presentation.
• Strong analytical capabilities using operational data to prioritize initiatives and measure success.
• Experience building and coaching high-performance technical teams across diverse locations and cultures.

Workplace and Travel

• Full-time position based primarily at Dublin office to support collaboration and team engagement.
• Willingness to travel within EMEA and occasionally internationally for meetings and leadership events.
• Participation in on-call rotations for incident response required.

What Everpure Offers

• A culture that celebrates innovation and values critical thinking and trailblazing ideas.
• Opportunities for professional growth supported by a recognized great workplace environment.
• A collaborative team culture emphasizing mutual support and collective success.
• Benefits promoting work-life balance, including flexible time off and wellness resources.

Accessibility and Inclusion

Everpure is committed to inclusive hiring practices and offers accommodations for candidates with disabilities throughout the recruitment process. The company fosters diversity and equality, welcoming all qualified applicants irrespective of personal characteristics protected by law.

Join Us

If you are passionate about impactful technology leadership and eager to make a lasting difference, bring your expertise and vision to Everpure.