Head of Global Platform Support

CTM are hiring a Global Platform Leader to ensure delivery of CTM's global technology platform.

About CTM CTM is a global award‑winning provider of innovative and cost‑effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client‑facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.

At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future‑focused professionals who work with the company's values in mind – Connect, Deliver and Evolve.

About the Role The Global Platform Support Leader is responsible for ensuring CTM’s global technology platforms are delivered, supported, configured, and utilised across all regions. This role owns escalated support globally, complex product implementations, global support frameworks, training standards, and systemic issue resolution.

The Global Platform Support Leader acts as the central escalation authority for issues that exceed regional capability and ensures consistent support models, governance, and operational readiness worldwide.

This role operates within CTM’s global product and engineering model and does not own product roadmap prioritisation or engineering delivery, but is accountable for global platform stability, structured escalation management, and identifying systemic improvements that inform Product and Engineering decisions.

Knowledge, Skills and Abilities

A strategic and structured thinker with sound judgment and disciplined operational execution, able to balance governance, service quality, and business impact in complex environments.

Skilled in support performance analytics, root‑cause analysis, and continuous improvement methodologies.

Collaborative and influential, building trusted partnerships across Product, Engineering, Program Management, and Regional teams.

Committed to platform stability, service excellence, and measurable operational improvement.

Resilient and pragmatic, maintaining composure under pressure and enabling high performance in fast‑moving environments.

A leadership style defined by integrity and accountability, modelling transparency, fairness, and sound judgment.

Education and Experience

Bachelor’s/Post‑secondary degree in X or relevant experience.

10+ years’ experience in technology operations, support leadership, or platform service management within a complex, multi‑region environment.

Strong understanding and experience in utilizing multi‑level support models and escalation frameworks.

Demonstrated experience leading cross‑functional technical escalations and partnerships with engineering organisations.

Experience designing global standards, frameworks, and operational governance models.

Exceptional stakeholder communication and organisational alignment capability.

Why CTM?

Travel discounts

Perkbox – Retail, Lifestyle, Entertainment, Health & Wellness discounts

Training and Development opportunities

Annual Volunteer Day

2 wellness/chillout days

Blended work arrangements with hybrid WFH flexibility

2 weeks extra leave – Purchase Leave

CTM offers a strong, established and sustainable work environment which will support your career development and wellbeing.

CTM is committed to the unique contributions of all our people and actively encourages candidates with all abilities and diverse backgrounds to apply. Come work for a global award‑winning company that values its people, community, and technological innovation.

Apply for Job – recruitment@travelctm.com

#J-18808-Ljbffr