Head of Software Support & Service Excellence

System C; Oxford; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

System C is seeking a Head of Software Support to lead multiple support teams and define the strategy and operating model for a high-impact software support function. You will own performance across SLAs, drive continuous improvement, and ensure seamless integration with Implementation, Product and Customer Success.

This senior role requires a proven track record in B2B software support leadership, strong ITIL/ITSM knowledge, and the ability to turn strategic objectives into deliverable plans

Qualifications

• Proven 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 leading complex incidents and senior customer escalations in critical software environments.
• Strong cross-functional leadership and data-driven decision making.
• Excellent people skills with a continuous improvement mindset.

Responsibilities

• Lead multiple software-support teams, developing strong managers and 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 and robust post-incident review.
• Strengthen incident, problem and change management.
• Ensure smooth 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 to boost quality and efficiency.
• Use data and insights to understand trends and risks.

Skills

Leadership

B2B software support

Operating model

IT service management (ITIL/ITSM)

Incident & major-incident management

Cross-functional leadership

KPIs & data analytics

Strategic planning

People management

Job description

System C is seeking a Head of Software Support to lead multiple support teams and define the strategy and operating model for a high-impact software support function. You will own performance across SLAs, drive continuous improvement, and ensure seamless integration with Implementation, Product and Customer Success.

This senior role requires a proven track record in B2B software support leadership, strong ITIL/ITSM knowledge, and the ability to turn strategic objectives into deliverable plans