Head of Software Support & Incident Excellence

Jobtailor; Leeds; On-site; GBP 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a senior IT service management leader to head multi-disciplinary support teams, driving accountability, collaboration and continuous improvement across the organisation.

You will own service performance including SLAs and KPIs, manage major incidents, and collaborate with Product, Engineering and Customer Success to prevent recurrence, while pushing knowledge management and self-service initiatives.

Qualifications

• 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.

Responsibilities

• Lead multi-disciplinary support teams to build accountability and continuous improvement.
• Own service performance including SLAs, response and resolution times, customer satisfaction, 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 escalation point for customers and internal stakeholders.
• Use data and insights to identify trends, risks, and opportunities for improvement including AI considerations.

Skills

Leadership Experience

IT Service Management

Incident Management

Data Analysis

Stakeholder Management

Communication Skills

Collaboration

Continuous Improvement Mindset

Tools

Knowledge Management Systems

Self-Service Platforms

Job description

Jobtailor is seeking a senior IT service management leader to head multi-disciplinary support teams, driving accountability, collaboration and continuous improvement across the organisation.

You will own service performance including SLAs and KPIs, manage major incidents, and collaborate with Product, Engineering and Customer Success to prevent recurrence, while pushing knowledge management and self-service initiatives.