Head of Software Support & Service Strategy

System C

Oxford

Hybrid

GBP 100,000 - 140,000

Full time

3 days ago

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Job summary

System C is seeking a Head of Software Support to lead our Software Support function, setting strategy and operating model for multiple teams across healthcare, social care and education solutions. You will own service performance across SLAs, lead major incidents, and drive a continuous-improvement culture.

This hybrid role requires two days per week in the office and close collaboration with Implementation, Product and Customer Success.

Qualifications

Proven experience leading multiple B2B software or application support teams.
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.
Ability to operate as a senior functional leader, influencing peers and senior stakeholders.
Capability to turn strategic objectives into deliverable plans.
Excellent people skills with a continuous improvement mindset.
Experience in healthcare, social care, education or another regulated environment is beneficial.