Lead, Elevate Social Care & Education App Support

System C; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Flexible benefits

Wellbeing support

Professional development

Job summary

System C in Liverpool is seeking an experienced Application Support Manager to lead a high-performing team delivering exceptional service across our Social Care and Education product portfolio.

You will manage incidents, drive continual service improvement, and build strong relationships with customers and internal stakeholders while collaborating with Product, Development and Customer Success to ensure outcomes that matter.

Qualifications

• Experience leading Application Support, Software Support or Technical Support teams.
• Experience in an ITIL-aligned environment with incident, problem and change management.
• Proficiency with service management platforms such as Jira, ServiceNow or equivalent.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and develop a team of Application Support Analysts and Senior Application Support Analysts.
• Ensure incidents and service requests are managed effectively and in line with service commitments.
• Act as the senior operational escalation point for Priority 1 and Priority 2 incidents.
• Drive root cause analysis, problem management and continual service improvement.
• Build strong relationships with customers and internal stakeholders.
• Work closely with Product, Development, Technical Services and Customer Success teams.
• Use operational data and customer feedback to improve performance and customer experience.
• Produce service performance reports and support governance activities.

Skills

Leadership of teams

Incident management

Communication

ITIL

Stakeholder management

Jira/ServiceNow

Tools

Jira

ServiceNow

Job description

System C in Liverpool is seeking an experienced Application Support Manager to lead a high-performing team delivering exceptional service across our Social Care and Education product portfolio.

You will manage incidents, drive continual service improvement, and build strong relationships with customers and internal stakeholders while collaborating with Product, Development and Customer Success to ensure outcomes that matter.