Application Support Manager - Social Care And Education

System C; England; Presencial; GBP 60.000 - 75.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

Stakeholder management

Communication skills

Incident management

Change management

Jira/ServiceNow

Coaching and development

Herramientas

Jira

ServiceNow

Descripción del empleo

Description

Join our mission and make a real impact

At System C, we create technology that connects and transforms health and care services. We are looking for an experienced Application Support Manager to lead a high-performing support team delivering exceptional service across our Social Care and Education product portfolio.

This is an opportunity to combine people leadership, operational excellence and customer engagement in a role where your work directly contributes to improving outcomes for organisations and the people they serve. Our culture encourages colleagues to work as one team, take ownership, continuously improve and always do the right thing. These themes align directly with our Employee Value Proposition and values.

What you'll be doing

• Leading and developing a team of Application Support Analysts and Senior Application Support Analysts.
• Ensuring incidents and service requests are managed effectively and in line with service commitments.
• Acting as the senior operational escalation point for Priority 1 and Priority 2 incidents.
• Driving root cause analysis, problem management and continual service improvement.
• Building strong relationships with customers and internal stakeholders.
• Working closely with Product, Development, Technical Services and Customer Success teams.
• Using operational data and customer feedback to improve performance and customer experience.
• Producing service performance reports and supporting governance activities.

What we're looking for

Essential experience:

• Leading an Application Support, Software Support or Technical Support team.
• Managing customer escalations, major incidents and service recovery.
• Working within an ITIL-aligned environment.
• Incident, Problem and Change Management expertise.
• Service management platforms such as Jira, ServiceNow or similar.
• Coaching, developing and motivating teams.
• Strong stakeholder management and communication skills.

Desirable experience:

• Social Care or Education software or technology environments.
• SaaS and cloud-hosted solutions.
• ITIL certification.
• Experience working in regulated environments.
• Monitoring and observability tools.

Why join System C?

We are a company where people are encouraged to learn, grow and make a meaningful contribution. You'll have access to flexible benefits, professional development opportunities, wellbeing support and recognition programmes that celebrate great work.

If you thrive in a fast-moving environment, enjoy solving complex challenges and want to lead a team making a difference across health, social care and education, we'd love to hear from you.

Apply today and help us deliver technology that improves lives.