Senior Healthcare Application Support Lead

System C; Liverpool; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead a healthcare support team and ensure high-quality, reliable service for NHS-related and health-tech products.

You will oversee incident management, service requests, and major incident response across SaaS and cloud-hosted solutions, collaborating with Product, Development, and Customer Success teams. The role offers hybrid work with two days in the office weekly.

Qualifications

• Experience leading an Application Support or Technical Support team.
• Strong incident, problem and change management experience.
• Experience in ITIL-aligned environments.
• Familiar with Jira or ServiceNow.
• Healthcare software experience or health tech.
• Understanding of SaaS/cloud-hosted solutions.

Responsibilities

• Lead and develop a high-performing support team.
• Drive service excellence across incidents, requests and escalations.
• Act as the primary operational lead during major incidents.
• Build strong relationships with customers and internal stakeholders.
• Promote root cause analysis and problem management activities.
• Monitor service performance, SLAs and customer satisfaction.
• Identify opportunities to improve processes, efficiency and customer experience.
• Support governance activities and regular operational reporting.

Skills

Incident management

Problem management

Change management

ITIL framework

Stakeholder management

Jira/ServiceNow

Healthcare software

SaaS/Cloud

Leadership

Team coaching

Major incidents

Tools

Monitoring tools

Job description

System C is seeking an experienced Application Support Manager to lead a healthcare support team and ensure high-quality, reliable service for NHS-related and health-tech products.

You will oversee incident management, service requests, and major incident response across SaaS and cloud-hosted solutions, collaborating with Product, Development, and Customer Success teams. The role offers hybrid work with two days in the office weekly.