Head of Software Support - Strategy & Service Excellence

System C; Nottingham; Hybrid; GBP 100,000 - 150,000; Full time

Job summary

System C in the United Kingdom 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 roadmap for service improvement, ensuring reliable, high-quality support for customers.

As a leader of leaders, you will develop managers, drive performance against SLAs and KPIs, manage major incidents and ensure a seamless transition from Implementation to BAU Support.

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Ability to shape and improve a support operating mode.
• Strong understanding of IT service management, including incident, major-incident and problem management.
• Experience leading complex incidents and senior customer escalations in business-critical software environments.
• Strong cross-functional leadership and data-driven decision making.
• Ability to influence peers and senior stakeholders as a senior functional leader.
• 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 and develop managers to create a culture of accountability and continuous improvement.
• Own and evolve the software support operating model with clear priorities and a roadmap for service improvement.
• Own service performance across SLAs, response and resolution times, customer satisfaction and backlog health.
• Lead major incidents and senior customer escalations with effective resolution and post-incident review.
• Strengthen incident, problem and change management and ensure smooth service transition from Implementation to BAU Support.
• Partner with Customer Success and other teams to ensure joined-up customer outcomes and clear ownership of escalations.
• Improve knowledge management and self-service using tooling and automation to boost quality and efficiency.
• Use data and insight to understand trends and risks to drive improvements.

Job description

System C in the United Kingdom 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 roadmap for service improvement, ensuring reliable, high-quality support for customers.

As a leader of leaders, you will develop managers, drive performance against SLAs and KPIs, manage major incidents and ensure a seamless transition from Implementation to BAU Support.