Head of Software Support

System C; Leeds; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

System C is seeking a Head of Software Support to lead our Support and Success function, delivering reliable, high-quality service across healthcare, social care, education, and oncology systems.

The role focuses on strategic leadership, operating across multiple teams, owning performance metrics, and driving continuous improvements in customer experience. Hybrid work is offered with required in-office collaboration two days a week.

Qualifications

• Proven leadership across software or application support teams.
• Strong understanding of IT service management principles.
• Experience managing complex incidents and customer environments.
• Confidence working with data, KPIs, and service reporting.
• Excellent communication and stakeholder management skills.
• A continuous improvement mindset and ability to lead through change.

Responsibilities

• Lead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvement
• Own service performance including SLAs, response and resolution times, customer satisfaction, and backlog health
• Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions
• Strengthen incident, problem, and change management processes
• Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence
• Drive improvements in knowledge management and self-service
• Act as a senior point of escalation for customers and internal stakeholders
• Use data and insight to identify trends, risks, and opportunities for improvement including those involving AI

Skills

Leadership experience

IT service management

Incident management

Data & KPIs

Stakeholder management

Communication

Continuous improvement

Team leadership

Job description

At System C, we build technology that helps health, social care, and education organisations deliver better outcomes. We are now looking for a Head of Software Support to lead our Support and Success function, ensuring our customers receive reliable, high-quality service every day.

About the role

This is a strategic level senior leadership role with responsibility for multiple support teams across healthcare, social care, education, and oncology systems. You will bring clarity, structure, and direction, ensuring consistent ways of working and a strong focus on customer experience. You will balance operational excellence with service strategy, owning performance against key metrics and leading improvements that have lasting impact.

What you will be doing

• Lead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvement
• Own service performance including SLAs, response and resolution times, customer satisfaction, and backlog health
• Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions
• Strengthen incident, problem, and change management processes
• Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence
• Drive improvements in knowledge management and self-service
• Act as a senior point of escalation for customers and internal stakeholders
• Use data and insight to identify trends, risks, and opportunities for improvement including those involving AI

What we are looking for

• Proven leadership experience across software or application support teams
• Strong understanding of IT service management principles
• Experience managing complex incidents and customer environments
• Confidence working with data, KPIs, and service reporting
• Excellent communication and stakeholder management skills
• A continuous improvement mindset and the ability to lead through change
• Someone who can be part of a strong management team and contribute ideas

Experience in healthcare, social care, education, or other regulated sectors is highly beneficial.

You will lead services that truly matter, supporting organisations that make a real difference to people’s lives. This is an opportunity to shape strategy, develop talented teams, and deliver meaningful improvement in a fast-moving environment.

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.