Head of Software Support & Strategy

System C; Liverpool; Vor Ort; GBP 90.000 - 130.000; Vollzeit

Zusammenfassung

System C is recruiting a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams and ensuring customers receive reliable, high-quality service.

This strategic, senior leadership role oversees support across healthcare, social care, education and oncology solutions, driving performance, people development and an integrated customer lifecycle.

Qualifikationen

• Proven experience leading multiple B2B software support teams.
• Ability to shape and improve a support operating model.
• Strong understanding of IT service management and incident processes.
• Experience handling major incidents and escalations with senior customers.
• Leadership across functions with data-driven decision making.

Aufgaben

• Lead multiple software-support teams, developing strong managers and creating 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 post-incident review.

Kenntnisse

Leadership

Strategic thinking

Cross-functional collaboration

Data-driven decision making

Incident & escalation management

People development

Jobbeschreibung

System C is recruiting a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams and ensuring customers receive reliable, high-quality service.

This strategic, senior leadership role oversees support across healthcare, social care, education and oncology solutions, driving performance, people development and an integrated customer lifecycle.