Director of Software Support Operations

System C; Leeds; On-site; GBP 90,000 - 130,000; Full time

Job summary

System C is seeking a Head of Software Support in Leeds to lead our software support function. You will shape the operating model across multiple teams and product areas, set performance measures and drive a prioritised service-improvement roadmap.

You will partner with Implementation, Product and Customer Success to ensure seamless customer outcomes. You will manage major incidents, customer escalations and ongoing service delivery while developing leaders and embedding a culture of continuous

Qualifications

• Experience leading multiple B2B software support teams.
• Ability to shape and improve a support operating model.
• Strong understanding of IT service management disciplines (incident, major-incident, problem).

Responsibilities

• Lead multiple software-support teams and build a culture of accountability and continuous improvement.
• Evolve the support operating model with clear strategic priorities and a service-improvement roadmap.
• Own service performance across SLAs, response/resolution times and customer satisfaction.
• Lead major incidents and senior customer escalations with post-incident reviews.
• Strengthen incident, problem and change management processes.
• Oversee transition of knowledge from Implementation to BAU Support.
• Collaborate with Customer Success, Implementation, Product and Engineering for aligned outcomes.
• Improve knowledge management and self-service using tooling and automation.
• Use data and KPIs to identify trends and drive decisions.

Skills

People leadership

IT service management

Incident & problem management

Stakeholder management

Data-driven decisions

Education

Bachelor’s degree in CS or related field

Tools

ITSM tooling (ServiceNow)

Job description

System C is seeking a Head of Software Support in Leeds to lead our software support function. You will shape the operating model across multiple teams and product areas, set performance measures and drive a prioritised service-improvement roadmap.

You will partner with Implementation, Product and Customer Success to ensure seamless customer outcomes. You will manage major incidents, customer escalations and ongoing service delivery while developing leaders and embedding a culture of continuous