Head of Software Support & Service Excellence

System C; City of Edinburgh; Presencial; GBP 90.000 - 135.000; Jornada completa

Descripción de la vacante

System C in Edinburgh is recruiting a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams across health, social care and education sectors.

You will steer performance against SLAs, manage complex incidents, and align Support with Implementation, Product, and Customer Success to drive outcomes and value for customers.

Formación

• 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.

Responsabilidades

• Lead multiple software-support teams, developing strong managers and creating a culture of accountability and continuous improvement.
• Own and evolve the software support operating model with strategic priorities and a clear roadmap for service improvement.
• Own service performance across SLAs, response and resolution times, customer satisfaction and backlog health.
• Lead major incidents and senior customer escalations with effective resolution and post-incident review.
• Strengthen incident, problem and change management across the function.
• Partner with Customer Success and other teams to ensure joined-up customer outcomes and clear ownership of escalations.

Descripción del empleo

System C in Edinburgh is recruiting a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams across health, social care and education sectors.

You will steer performance against SLAs, manage complex incidents, and align Support with Implementation, Product, and Customer Success to drive outcomes and value for customers.