Head of Software Support

DescriptionPosition at System CAt System C, we build technology that helps health, social care, and education organisations deliver better outcomes. We are now looking for a Head of Software Support to lead our Support and Success function, ensuring our customers receive reliable, high-quality service every day.About the roleThis is a strategic level senior leadership role with responsibility for multiple support teams across healthcare, social care, education, and oncology systems. You will bring clarity, structure, and direction, ensuring consistent ways of working and a strong focus on customer experience. You will balance operational excellence with service strategy, owning performance against key metrics and leading improvements that have lasting impact.What you will be doingLead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvementOwn service performance including SLAs, response and resolution times, customer satisfaction, and backlog healthTake responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actionsStrengthen incident, problem, and change management processesWork closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrenceDrive improvements in knowledge management and self-serviceAct as a senior point of escalation for customers and internal stakeholdersUse data and insight to identify trends, risks, and opportunities for improvement including those involving AIWhat we are looking forProven leadership experience across software or application support teamsStrong understanding of IT service management principlesExperience managing complex incidents and customer environmentsConfidence working with data, KPIs, and service reportingExcellent communication and stakeholder management skillsA continuous improvement mindset and the ability to lead through changeSomeone who can be part of a strong management team and contribute ideasExperience in healthcare, social care, education, or other regulated sectors is highly beneficial.Why join usYou will lead services that truly matter, supporting organisations that make a real difference to people’s lives. This is an opportunity to shape strategy, develop talented teams, and deliver meaningful improvement in a fast-moving environment.Apply today and help us deliver technology that improves lives.