Senior Director, Software Support & Strategy

System C; City of Edinburgh; On-site; GBP 95,000 - 130,000; Full time

Job summary

System C is seeking a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams across healthcare, social care, education and oncology solutions. You will lead leaders, define performance measures, and drive a prioritised service-improvement roadmap ensuring integrated delivery with Implementation, Product and Customer Success.

You will manage major incidents, incident and change processes, and drive improvements in knowledge

Qualifications

• Proven experience leading multiple B2B software or application support teams.
• Evidence of shaping and improving a support operating model.
• Strong practical understanding of IT service management, including incident, major-incident and problem-management disciplines.

Responsibilities

• Lead multiple software-support teams, developing managers and a culture of accountability and continuous improvement.
• Own and evolve the software support operating model with a clear roadmap for service improvement.
• Own service performance across SLAs, response/resolution times, customer satisfaction, backlog health.

Skills

Leadership

Cross-functional leadership

IT service management

Incident management

Problem management

Tools

ServiceNow

Jira

Job description

System C is seeking a Head of Software Support to lead our Software Support function, setting strategy and operating models for multiple teams across healthcare, social care, education and oncology solutions. You will lead leaders, define performance measures, and drive a prioritised service-improvement roadmap ensuring integrated delivery with Implementation, Product and Customer Success.

You will manage major incidents, incident and change processes, and drive improvements in knowledge