What you will do

• Run the assessment-to-execution cycle for each company in the current programme cohort, working directly with BU CEOs and Support Managers. - Drive Support's operating-ratio improvements across the cohort, owning the operating plan, milestones, and tracking; translate ratio movement into clear P&L impact. - Lead the diagnostic conversations with CEOs and Support Managers — sizing the opportunity, agreeing the plan, and following through to delivery. - Present programme results and recommendations to the Everfield senior team. - Use AI heavily in the programme's own process (assessments, benchmarking, reporting) and continue improving how the programme runs. - Lead or co-lead initiatives that introduce AI into Support operations at the BU level (deflection, agent assist, knowledge, triage), partnering with BU champions and with Everfield's central AI, Product, and Tech leads. - Expand the cohort over time: identify and onboard the next set of companies into the programme. - Maintain results in companies that have already gone through the programme — keep tabs on their operating-ratio trajectory and intervene if regressions appear. - Codify what works into repeatable playbooks so the programme scales without proportional headcount growth. # What we are looking for

• Operational leadership experience in Support within software businesses — enough to be credible with Support Managers on day one. - Strong grasp of P&L concepts: how Support cost flows through gross margin, how staffing decisions show up in opex, how to size and defend an optimisation case. - Comfort engaging CEOs on cost optimisation — direct, structured, commercially literate, and able to push back when needed. - Track record of delivering measurable cost or efficiency outcomes in Support, not just process improvement. - Comfort presenting results and recommendations to senior executives. - Hands-on with AI tools and a clear point of view on where AI changes the Support cost equation — or a genuine appetite to learn fast and develop one. # Strongly preferred