Head of Software Support

System C; Liverpool; On-site; GBP 90,000 - 120,000; Full time

Job summary

System C is seeking a Head of Software Support to lead multiple support teams across healthcare, social care, education and oncology solutions. You will set the strategy and operating model for Software Support and drive a prioritised service-improvement roadmap while ensuring integration with Implementation, Product and Customer Success.

You will measure performance, develop staff, manage demand and hold accountability for SLAs, customer satisfaction and escalation handling, leveraging data to

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• 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 with ability to influence peers and senior stakeholders.
• Using operational data, KPIs and service reporting to drive decisions and measurable improvements.
• Able to translate strategic objectives into deliverable plans.
• Excellent people skills with a continuous improvement mindset.

Responsibilities

• 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.

Skills

Leadership

Cross-functional leadership

IT service management

Incident management

Major incidents

Problem management

Stakeholder management

Data-driven decisions

Communication skills

Change management

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 will ensure Support operates as an integrated part of the wider software and customer lifecycle; you will 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.