Senior Director, Software Support & Customer Outcomes

System C; Royal Leamington Spa; On-site; GBP 110,000 - 150,000; Full time

Job summary

System C is seeking a Head of Software Support to define strategy and operating model across healthcare, social care, education and oncology solutions. The role leads leaders across teams, shaping performance measures, prioritising service-improvement roadmaps and ensuring seamless integration with Implementation, Product and Customer Success.

You will transform how Support delivers value, oversee incident handling, drive continuous improvement, and build strong relationships with

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Ability to shape and improve a support operating model.
• Strong practical understanding of IT service management incl. incident, major-incident and problem-management.
• Experience leading complex incidents and senior customer escalations in business-critical software environments.
• Strong cross-functional leadership.
• Strong command of operational data, KPIs and service reporting, with evidence of using insight to drive decisions.
• Ability to operate as a senior functional leader, influencing peers and senior stakeholders.
• Capability to challenge priorities and translate strategic objectives into deliverable plans.
• Excellent people skills with a continuous improvement mindset.
• Experience in healthcare, social care, education or another regulated or mission-critical environment would be beneficial but isn't essential.

Responsibilities

• 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, clear communication, robust post-incident review and measurable follow-through.
• Strengthen incident, problem and change management.
• Own effective service transition from Implementation into BAU Support.
• Partner with Customer Success and other customer-facing teams to ensure joined-up customer outcomes and clear ownership of escalations.
• Improve knowledge management and self-service, using tooling and automation to improve support quality and efficiency.
• Use data and insight to understand trends and risks.

Job description

System C is seeking a Head of Software Support to define strategy and operating model across healthcare, social care, education and oncology solutions. The role leads leaders across teams, shaping performance measures, prioritising service-improvement roadmaps and ensuring seamless integration with Implementation, Product and Customer Success.

You will transform how Support delivers value, oversee incident handling, drive continuous improvement, and build strong relationships with