Head of Software Support & Service Excellence

System C; Nottingham; Vor Ort; GBP 90.000 - 120.000; Vollzeit

Zusammenfassung

System C in the United Kingdom is seeking a Head of Software Support to lead multiple software-support teams and set the strategy for delivering reliable, high-quality service across health, social care and education solutions.

As a leader of leaders, you will shape the operating model, define performance metrics, manage demand and drive a structured service-improvement roadmap, aligning with Implementation, Product and Customer Success.

Qualifikationen

• Experience leading multiple B2B software support teams.
• Ability to shape and improve a support operating model.
• Strong understanding of IT service management (incident, major-incident, problem management).
• Experience handling complex incidents and senior customer escalations.

Aufgaben

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

Jobbeschreibung

System C in the United Kingdom is seeking a Head of Software Support to lead multiple software-support teams and set the strategy for delivering reliable, high-quality service across health, social care and education solutions.

As a leader of leaders, you will shape the operating model, define performance metrics, manage demand and drive a structured service-improvement roadmap, aligning with Implementation, Product and Customer Success.