Head of Software Support & Strategy

System C; England; On-site; GBP 90,000 - 150,000; Full time

Job summary

System C in the United Kingdom is seeking a Head of Software Support to lead the Software Support function, setting the strategy and operating model for multiple support teams and ensuring our customers receive reliable, high-quality service.

You will define how Support measures performance, develop its people, manage demand and deliver a prioritised service-improvement roadmap, while aligning with Implementation, Product and Customer Success.

Qualifications

• 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.

Responsibilities

• Lead multiple software-support teams, developing managers and fostering accountability and continuous improvement.
• Own and evolve the software support operating model with a clear strategic roadmap for service improvement.
• Own service performance across SLAs, response and resolution times, customer satisfaction and backlog health.
• Lead major incidents and senior escalations with robust post-incident review and follow-through.
• Strengthen incident, problem and change management; ensure smooth transition from Implementation to BAU Support.
• Partner with Customer Success and other teams to ensure joined-up customer outcomes and clear escalation ownership.
• Improve knowledge management and self-service using tooling and automation to boost quality and efficiency.
• Use data and insight to understand trends and risks.

Skills

Leadership

Support operations

IT service management

Incident management

Cross-functional leadership

Job description

System C in the United Kingdom is seeking a Head of Software Support to lead the Software Support function, setting the strategy and operating model for multiple support teams and ensuring our customers receive reliable, high-quality service.

You will define how Support measures performance, develop its people, manage demand and deliver a prioritised service-improvement roadmap, while aligning with Implementation, Product and Customer Success.