Head of Software Support

System C; City of Edinburgh; On-site; GBP 95,000 - 130,000; Full time

Job summary

System C is seeking a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams across healthcare, social care, education and oncology solutions. You will lead leaders, define performance measures, and drive a prioritised service-improvement roadmap ensuring integrated delivery with Implementation, Product and Customer Success.

You will manage major incidents, incident and change processes, and drive improvements in knowledge

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Evidence of shaping and improving a support operating model.
• Strong practical understanding of IT service management, including incident, major-incident and problem-management disciplines.

Responsibilities

• Lead multiple software-support teams, developing managers and a culture of accountability and continuous improvement.
• Own and evolve the software support operating model with a clear roadmap for service improvement.
• Own service performance across SLAs, response/resolution times, customer satisfaction, backlog health.

Skills

Leadership

Cross-functional leadership

IT service management

Incident management

Problem management

Tools

ServiceNow

Jira

Job description

Description

At System C, we build technology that helps health, social care and education organisations deliver better outcomes. We are looking for a Head of Software Support to lead our Software Support function, setting the strategy and operating model for multiple support teams and ensuring our customers receive reliable, high-quality service.

About The Role

This is a strategic senior leadership role with responsibility for multiple support teams across our healthcare, social care, education and oncology solutions. As a leader of leaders, you will set the direction for Software Support and evolve the operating model across multiple teams and product areas. You will define how Support measures performance, develops its people, manages demand and delivers a prioritised service-improvement roadmap. You'll need to think beyond today's operational challenges, balancing immediate customer and service priorities with the longer-term capabilities the function needs. Crucially, you'll ensure Support operates as an integrated part of the wider software and customer lifecycle; you'll build relationships across departments including Implementation, Product and Customer Success.

What You Will Be Doing

• Lead multiple software-support teams, developing strong managers and creating a culture of accountability, collaboration and continuous improvement.
• Own and evolve the software support operating model, setting strategic priorities and a clear roadmap for service improvement.
• Own service performance across SLAs, response and resolution times, customer satisfaction, backlog health and other key measures.
• Lead major incidents and senior customer escalations, ensuring effective resolution, clear communication, robust post-incident review and measurable follow-through.
• Strengthen incident, problem and change management.
• Own effective service transition from Implementation into BAU Support.
• Partner with Customer Success and other customer-facing teams to ensure joined-up customer outcomes and clear ownership of escalations.
• Improve knowledge management and self-service, using tooling and automation to improve support quality and efficiency.
• Use data and insight to understand trends and risks.

What We Are Looking For

• Proven experience leading multiple B2B software or application support teams.
• Evidence of the ability to shape and improve a support operating model
• Strong practical understanding of IT service management, including incident, major-incident and problem-management disciplines.
• Experience leading complex incidents and senior customer escalations in business-critical software environments.
• Strong cross-functional leadership.
• Strong command of operational data, KPIs and service reporting, with evidence of using insight to drive decisions and measurable improvement.
• The ability to operate as a senior functional leader, influencing peers and senior stakeholders.
• Be able to constructively challenge priorities and turn strategic objectives into deliverable plans.
• Excellent people skills coupled with a continuous improvement mindset.

Experience in healthcare, social care, education or another regulated or mission-critical environment would be beneficial but isn't essential.

Why join us

You'll lead services that genuinely matter, supporting organisations that make a difference to people's lives. You'll have the opportunity not only to run a significant support operation, but to shape how Software Support works across System C, develop its leaders and strengthen the connection between Support, Implementation, Product, Engineering and the wider customer organisation.