Head of Software Support - Lead Multi-Product Care Teams

System C; Leeds; On-site; GBP 90,000 - 130,000; Full time

Job summary

System C is seeking a Head of Software Support to lead and shape a multi-team software support function across healthcare, social care, education and oncology solutions.

You will set the direction for Support, evolve the operating model, and drive KPI-led performance, people development, and a prioritised service-improvement roadmap. This senior role requires influencing stakeholders and delivering strategic objectives across the organisation.

Qualifications

• 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.

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

B2B software support leadership

Operating model design

IT Service Management

Incident & major-incident management

Cross-functional leadership

OKR/KPIs & service reporting

Senior stakeholder influence

Strategic planning

People leadership & development

Job description

System C is seeking a Head of Software Support to lead and shape a multi-team software support function across healthcare, social care, education and oncology solutions.

You will set the direction for Support, evolve the operating model, and drive KPI-led performance, people development, and a prioritised service-improvement roadmap. This senior role requires influencing stakeholders and delivering strategic objectives across the organisation.