Michael Ward
Director, Customer Support (Apptio) @IBM
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WORK HISTORY
Director, Customer Support (Apptio) @IBM
London, GB
EDUCATION
University of Essex
BSc (Hons), Computing (Software Engineering)
SKILLS
ABOUT MICHAEL WARD
I am a Director of Customer Support, with a career dedicated to people, service quality and operational excellence. I lead global and regional teams of more than twenty colleagues, consistently strengthening performance and customer experience. Highlights include improving CSAT from 6.5 to 9.0, increasing resolution time performance from 50 to 75 percent, and raising initial response rates to 95 percent, with my region routinely setting the benchmark across key KPIs.I lead with clarity, empathy and trust. My focus is on creating psychologically safe, motivated and high performing teams where people feel supported, heard and able to do their best work. This approach has resulted in exceptional retention and a strong culture of accountability and collaboration.I contribute to global strategic planning through the facilitation of aligned support goals and OKRs, ensuring operational execution is closely connected with wider organisational priorities. I spearhead AI driven initiatives and use AI tools daily, helping shape programmes of work that embed AI at their core to improve efficiency, customer outcomes and overall team capabilities. With a background in Software Engineering, I communicate confidently with both customers and technical teams. I stay calm in a crisis, communicate clearly at all levels and balance strategic thinking with day to day operational detail, always keeping customer needs at the heart.
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