James Dorney
Global Support Services Manager @Orbus Software
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WORK HISTORY
Global Support Services Manager @Orbus Software
London, GB
Global Head of Customer Support with end-to-end accountability for Support and technical deployment operations across EMEA, APAC, and North America. Leading a multi-regional team operating a tiered L1–L3 model with regional management, responsible for post-sale service delivery, technical client onboarding, and operational governance across the business- Unified and scaled a multi-regional support function, embedding ITIL-aligned Incident, Problem, and Change governance to improve service consistency, accountability, and operational visibility across regions- Leads technical deployment operations for all new clients, overseeing environment builds and integration into client-owned Entra ID tenants to ensure reliable, consistent onboarding execution- Partners cross-functionally to strengthen customer health visibility and support renewal outcomes- Acts as executive escalation lead for Tier 1 and strategic accounts, engaging senior client stakeholders during high-impact service events- Embedded Knowledge-Centred Service methodology and AI-enabled automation to expand self-service capability and reduce cost-to-serve- Integrated Capsifi support operations following acquisition, consolidating tooling, workflows, and reporting into a unified global model- Works closely with Product and Development teams to surface customer feedback, advocate for client priorities, and ensure the voice of the customer informs roadmap decisions and release planning.
SKILLS
ABOUT JAMES DORNEY
Senior customer operations leader with a track record of building and scaling post-sale functions in high-growth B2B SaaS businesses. Over the past decade I have held global leadership roles spanning Customer Support, Support Operations, technical deployment, IT infrastructure, and vendor management across EMEA, APAC, and North America.I am currently Global Head of Customer Support at Orbus Software, where I lead multi-regional support and technical deployment operations, with accountability for service governance, client onboarding execution, and cross-functional alignment with Product and Engineering. Previous roles include building the post-sale function from scratch at Eigen Technologies, supporting enterprise clients including Goldman Sachs, ING, and Aviva Investors, and leading global support operations at the ai Corporation through a period of significant platform growth and cloud transformation.I focus on making customer operations a commercial asset: connecting service performance to retention outcomes, building teams that take ownership, and ensuring the customer voice carries weight in product and business decisions.
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