Senior Director, Software Support & Service Excellence

System C; Oxford; On-site; GBP 120,000 - 150,000; Full time

Job summary

System C is seeking a Head of Software Support to lead our Software Support function across multiple teams and product areas. You will set the strategy, operating model and a prioritised service-improvement roadmap to deliver reliable, high-quality service.

As a leader of leaders, you will define performance measures, develop people and manage demand, while ensuring Support aligns with Implementation, Product and Customer Success across the organisation.

Qualifications

• Proven experience leading multiple B2B software support teams.
• Ability to shape and improve a support operating model.
• Strong IT service management knowledge including incident, major-incident and problem management.
• Experience leading complex incidents and senior escalations.
• Strong cross-functional leadership and stakeholder management.
• Data-driven with KPIs and service reporting to drive improvement.
• Translate strategy into deliverable plans.
• Excellent people skills and a continuous improvement mindset.

Responsibilities

• Lead multiple software-support teams, developing strong managers and a culture of accountability.
• Own and evolve the software support operating model with a clear roadmap for service improvement.
• Oversee service performance across SLAs, response/resolution times and customer satisfaction.
• Lead major incidents and senior escalations with post-incident reviews.
• Strengthen incident, problem and change management.
• Ensure smooth transition from Implementation into BAU Support.
• Collaborate 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 risks and drive improvements.

Skills

Leadership of support teams

Operating model design

IT service management

Incident & major-incident mgmt

Cross-functional leadership

KPIs & service reporting

Strategic planning to delivery

People development

Job description

System C is seeking a Head of Software Support to lead our Software Support function across multiple teams and product areas. You will set the strategy, operating model and a prioritised service-improvement roadmap to deliver reliable, high-quality service.

As a leader of leaders, you will define performance measures, develop people and manage demand, while ensuring Support aligns with Implementation, Product and Customer Success across the organisation.