Application Support Manager - Social Care and Education

System C; Liverpool; Sur place; GBP 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Flexible benefits

Wellbeing support

Résumé du poste

System C is seeking an experienced Application Support Manager to lead a high-performing support team across our Social Care and Education product portfolio. The role combines people leadership, operational excellence and customer engagement to improve outcomes for organisations and the people they serve.

You will oversee a team of Application Support Analysts, manage incidents, drive continual service improvement, and collaborate with Product, Development, Technical Services and Customer

Qualifications

• Experience leading an Application Support or Technical Support team.
• Experience working in an ITIL-aligned environment.
• Experience with Incident, Problem and Change management.
• Experience with Social Care or Education software environments.

Responsabilités

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

Connaissances

Leadership

Incident management

ITIL

ServiceNow/Jira

Stakeholder management

Coaching

SaaS & cloud

Regulated environments

Monitoring tools

Communication

Outils

Jira

ServiceNow

Description du poste

Application Support Manager - Social Care and Education

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

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

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.

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.