Application Support Manager — Lead Incidents & Service Excellence

System C

Liverpool

On-site

GBP 60,000 - 85,000

Full time

23 hours ago

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Job summary

System C is a healthcare technology company focused on connecting and transforming health and care services in the UK. We are seeking an experienced Application Support Manager to lead the healthcare support team, ensuring high-quality, responsive and reliable service while supporting solutions that make a positive difference to millions of lives.

You will lead a team of Application Support Analysts and Senior Analysts, overseeing incidents, requests and escalations, and driving continual

Qualifications

Experience leading an Application Support, Software Support or Technical Support team.
Managing incidents, escalations and service recovery activities.
Working within an ITIL-aligned support environment.
Incident, Problem and Change Management expertise.
Strong stakeholder management and communication skills.

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.