Application Support Manager - Healthcare

System C; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead our healthcare support team, ensuring high-quality, responsive and reliable service. You will oversee incident management, service requests, customer escalations and continuous service improvement, while acting as senior operational lead for Priority 1 and 2 incidents.

You will work with Product, Development, Technical Services, Service Delivery and Customer Success teams to ensure timely, effective and professional support

Qualifications

• What we look for: leadership of a support team, incident and service delivery management, and coaching staff.
• Experience in ITIL-aligned support environments and change management.
• Strong communication with customers and internal stakeholders.

Responsibilities

• Lead and develop a high-performing Application Support team.
• Oversee incident management, service requests and escalations.
• Act as senior operational lead for major incidents (Priority 1/2).
• Collaborate with Product, Development, Technical Services and Customer Success.
• Drive continual service improvement and governance reporting.
• Monitor SLAs and customer satisfaction, identify process improvements.

Skills

Leadership

Incident Management

ITIL aligned

Stakeholder Management

Coaching

Tools

Jira

ServiceNow

Job 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.