Application Support Manager - Healthcare

System C; Leeds; Presencial; GBP 60.000 - 80.000; Jornada completa

Descripción de la vacante

System C based in Leeds is seeking an experienced Application Support Manager to lead our healthcare support team, ensuring customers receive high-quality, responsive and reliable service while supporting solutions that make a positive difference.

You will oversee incident management, service requests and escalations, and drive continual service improvement by collaborating with Product, Development, Technical Services, Service Delivery and Customer Success teams to meet NHS/regulatory

Formación

• Experience leading an Application Support, Software Support or Technical Support team.
• Proven track record handling major incidents and service recoveries.
• Experience in ITIL-aligned environments and incident, problem, and change management.
• Familiarity with Jira, ServiceNow or similar service management tools.

Responsabilidades

• Lead and develop a high-performing support team.
• Drive service excellence across incidents, requests and escalations.
• Act as the primary operational lead during major incidents.
• Build strong relationships with customers and internal stakeholders.
• Promote root cause analysis and problem management activities.
• Monitor service performance, SLAs and customer satisfaction.
• Identify opportunities to improve processes, efficiency and customer experience.
• Support governance activities and regular operational reporting.

Conocimientos

Leadership

Major Incident Management

Incident Management

Problem Management

Stakeholder Management

Change Management

Educación

ITIL Foundation certification

Herramientas

Jira

ServiceNow

Descripción del empleo

Description

Join our mission and make a real impact. At System C, we develop technology that helps connect and transform health and care services. We are looking for an experienced Application Support Manager to lead our healthcare support team, ensuring customers receive a high-quality, responsive and reliable service while supporting solutions that make a positive difference to millions of lives. Based on System C's Employee Value Proposition, we are driven by collaboration, continuous improvement, ownership and integrity, while creating an environment where people can develop and thrive.

About The Role

As Application Support Manager, you will lead a team of Application Support Analysts and Senior Application Support Analysts, taking accountability for the operational performance of the support function. You will oversee incident management, service requests, customer escalations and continual service improvement activities while acting as the senior operational lead for Priority 1 and Priority 2 incidents. Working closely with Product, Development, Technical Services, Service Delivery and Customer Success teams, you will ensure customers receive timely, effective and professional support.

Key Responsibilities

• Lead and develop a high-performing support team.


• Drive service excellence across incidents, requests and escalations.


• Act as the primary operational lead during major incidents.


• Build strong relationships with customers and internal stakeholders.


• Promote root cause analysis and problem management activities.


• Monitor service performance, SLAs and customer satisfaction.


• Identify opportunities to improve processes, efficiency and customer experience.


• Support governance activities and regular operational reporting.

Essential Experience (What we're looking for)

• Leading an Application Support, Software Support or Technical Support team.


• Managing major incidents, escalations and service recovery activities.


• Working within an ITIL-aligned support environment.


• Incident, Problem and Change Management expertise.


• Service management platforms such as Jira, ServiceNow or similar.


• Strong stakeholder management and communication skills.


• Experience coaching and developing team members.

Desirable Experience

• Healthcare software or health technology environments.


• SaaS and cloud-hosted solutions.


• ITIL Foundation certification or higher.


• Understanding of NHS or other regulated healthcare environments.


• Monitoring and observability tools.

Why join System C?

We offer an environment where people are empowered to grow, learn and contribute to meaningful work. You'll join a collaborative organisation that values accountability, continuous improvement and doing the right thing, with access to professional development opportunities and flexible employee benefits.