Head of Software Support & Service Excellence

System C; Royal Leamington Spa; Hybrid; GBP 100,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

System C is seeking a Head of Software Support to lead our Software Support function across healthcare, social care, education and oncology solutions. You will set the strategy, operating model and a prioritized service-improvement roadmap, aligning with Implementation, Product and Customer Success.

As a leader of leaders, you will develop managers, own SLAs, incident response and change control, and ensure a high-quality, reliable support experience for customers.

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Evidence of 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.
• Data-driven with KPIs and service reporting to drive improvement.
• Senior functional leader capable of influencing peers and stakeholders.
• Ability to translate strategic objectives into deliverable plans.
• Excellent people skills with a continuous improvement mindset.
• Experience in healthcare, social care, education or regulated environments beneficial but not essential.

Responsibilities

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

Skills

Leadership

ITIL/ITSM

Incident management

Major incidents

Data analytics

Cross-functional

KPIs tracking

Stakeholder mgmt

Job description

System C is seeking a Head of Software Support to lead our Software Support function across healthcare, social care, education and oncology solutions. You will set the strategy, operating model and a prioritized service-improvement roadmap, aligning with Implementation, Product and Customer Success.

As a leader of leaders, you will develop managers, own SLAs, incident response and change control, and ensure a high-quality, reliable support experience for customers.