Head of Software Support - Strategy & Leadership

System C

Royal Leamington Spa

On-site

GBP 90,000 - 130,000

Full time

28 hours ago

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Job summary

System C is seeking a Head of Software Support to lead our Software Support function, defining strategy and operating model for multiple teams and product areas. You will drive performance, develop leaders and shape a joined-up approach with Implementation, Product and Customer Success.

In this senior role you will own incident, problem and change management, manage major escalations and use data to drive continuous improvements in service quality and customer outcomes across regulated

Qualifications

Proven experience leading multiple B2B software support teams.
Ability to shape and improve a support operating model.
Strong understanding of IT service management and escalation handling.
Experience leading complex incidents in critical software environments.
Cross-functional leadership and senior stakeholder influence.
Data-driven approach to KPIs and service reporting.

Responsibilities

Lead multiple software-support teams and develop strong managers.
Own and evolve the support operating model with a clear roadmap.
Oversee SLAs, response/resolution times, and customer satisfaction.
Lead major incidents and senior customer escalations with post-incident reviews.
Strengthen incident, problem and change management processes.
Ensure smooth service transition from Implementation into BAU Support.
Partner with Customer Success and other teams to align customer outcomes.
Improve knowledge management and self-service using tooling and automation.
Use data to identify trends and drive improvements.