Head of Software Support

System C; Royal Leamington Spa; Hybrid; GBP 100,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

System C is seeking a Head of Software Support to lead our Software Support function across healthcare, social care, education and oncology solutions. You will set the strategy, operating model and a prioritized service-improvement roadmap, aligning with Implementation, Product and Customer Success.

As a leader of leaders, you will develop managers, own SLAs, incident response and change control, and ensure a high-quality, reliable support experience for customers.

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Evidence of 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.
• Data-driven with KPIs and service reporting to drive improvement.
• Senior functional leader capable of influencing peers and stakeholders.
• Ability to translate strategic objectives into deliverable plans.
• Excellent people skills with a continuous improvement mindset.
• Experience in healthcare, social care, education or regulated environments beneficial but not essential.

Responsibilities

• Lead multiple software-support teams, developing managers and a culture of accountability.
• Own and evolve the software support operating model and roadmap.
• Own service performance across SLAs, response and resolution times, customer satisfaction, backlog health.
• Lead major incidents and senior customer escalations with post-incident reviews.
• Strengthen incident, problem and change management.
• Ensure effective service transition from Implementation into BAU Support.
• Partner with Customer Success and other teams for joined-up outcomes.
• Improve knowledge management and self-service with tooling and automation.
• Use data and insight to understand trends and risks.

Skills

Leadership

ITIL/ITSM

Incident management

Major incidents

Data analytics

Cross-functional

KPIs tracking

Stakeholder mgmt

Job description

At System C, we build technology that helps health, social care and education organisations deliver better outcomes. We are looking for aHead 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.

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.

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.

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.