Head of Software Support

System C; Oxford; On-site; GBP 120,000 - 150,000; Full time

Job summary

System C is seeking a Head of Software Support to lead our Software Support function across multiple teams and product areas. You will set the strategy, operating model and a prioritised service-improvement roadmap to deliver reliable, high-quality service.

As a leader of leaders, you will define performance measures, develop people and manage demand, while ensuring Support aligns with Implementation, Product and Customer Success across the organisation.

Qualifications

• Proven experience leading multiple B2B software support teams.
• Ability to shape and improve a support operating model.
• Strong IT service management knowledge including incident, major-incident and problem management.
• Experience leading complex incidents and senior escalations.
• Strong cross-functional leadership and stakeholder management.
• Data-driven with KPIs and service reporting to drive improvement.
• Translate strategy into deliverable plans.
• Excellent people skills and a continuous improvement mindset.

Responsibilities

• Lead multiple software-support teams, developing strong managers and a culture of accountability.
• Own and evolve the software support operating model with a clear roadmap for service improvement.
• Oversee service performance across SLAs, response/resolution times and customer satisfaction.
• Lead major incidents and senior escalations with post-incident reviews.
• Strengthen incident, problem and change management.
• Ensure smooth transition from Implementation into BAU Support.
• Collaborate with Customer Success and other teams to align customer outcomes.
• Improve knowledge management and self-service using tooling and automation.
• Use data to identify trends and risks and drive improvements.

Skills

Leadership of support teams

Operating model design

IT service management

Incident & major-incident mgmt

Cross-functional leadership

KPIs & service reporting

Strategic planning to delivery

People development

Job 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.