Application Support Manager — Lead Care Tech Excellence

System C; England; On-site; GBP 60,000 - 75,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead a high-performing team across our Social Care and Education product portfolio, delivering excellent service and outcomes for customers.

You will own incidents, drive problem management and continual service improvement, and partner with Product, Development, Technical Services and Customer Success to ensure top-tier support. Your leadership and stakeholder skills will be key to success.

Qualifications

• Must have led an Application Support, Software Support or Technical Support team.
• Experience managing incidents, major incidents and service recovery.
• Experience in an ITIL-aligned environment.
• Strong Incident, Problem and Change Management expertise.
• Familiarity with service management platforms such as Jira or ServiceNow.
• Proven coaching, developing and motivating teams.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and develop a team of Application Support Analysts and Senior Analysts.
• Ensure incidents and service requests are managed in line with commitments.
• Act as senior escalation point for Priority 1 and 2 incidents.
• Drive root cause analysis, problem management and continual service improvement.
• Build relationships with customers and internal stakeholders.
• Collaborate with Product, Development, Technical Services and Customer Success teams.
• Use operational data and feedback to improve performance and customer experience.
• Produce service performance reports and support governance activities.

Skills

Team leadership

Stakeholder management

Communication skills

Incident management

Change management

Jira/ServiceNow

Coaching and development

Tools

Jira

ServiceNow

Job description

System C is seeking an experienced Application Support Manager to lead a high-performing team across our Social Care and Education product portfolio, delivering excellent service and outcomes for customers.

You will own incidents, drive problem management and continual service improvement, and partner with Product, Development, Technical Services and Customer Success to ensure top-tier support. Your leadership and stakeholder skills will be key to success.