Application Support Manager - Healthcare

System C; Liverpool; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead a healthcare support team and ensure high-quality, reliable service for NHS-related and health-tech products.

You will oversee incident management, service requests, and major incident response across SaaS and cloud-hosted solutions, collaborating with Product, Development, and Customer Success teams. The role offers hybrid work with two days in the office weekly.

Qualifications

• Experience leading an Application Support or Technical Support team.
• Strong incident, problem and change management experience.
• Experience in ITIL-aligned environments.
• Familiar with Jira or ServiceNow.
• Healthcare software experience or health tech.
• Understanding of SaaS/cloud-hosted solutions.

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.

Skills

Incident management

Problem management

Change management

ITIL framework

Stakeholder management

Jira/ServiceNow

Healthcare software

SaaS/Cloud

Leadership

Team coaching

Major incidents

Tools

Monitoring tools

Job description

Application Support Manager - Healthcare

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.

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.
• 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.

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.

At System C, we believe great work happens when flexibility and collaboration come together. All our roles are offered on a hybrid basis, with colleagues spending a minimum of two days each week in the office to connect, create, and grow together. (Excludes associate and field-based roles).

We prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.