At a Glance
- Tasks: Lead support teams to enhance customer experience and operational excellence.
- Company: Join a mission-driven organisation making a real difference in healthcare and education.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape impactful strategies.
- Other info: Be part of a dynamic management team focused on continuous improvement.
- Why this job: Make a meaningful impact while leading talented teams in a fast-paced environment.
- Qualifications: Proven leadership in software support and strong communication skills.
The predicted salary is between 45000 - 45000 £ per year.
This 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 doing:
- Lead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvement.
- Own service performance including SLAs, response and resolution times, customer satisfaction, and backlog health.
- Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions.
- Strengthen incident, problem, and change management processes.
- Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence.
- Drive improvements in knowledge management and self-service.
- Act as a senior point of escalation for customers and internal stakeholders.
- Use data and insight to identify trends, risks, and opportunities for improvement including those involving AI.
What we are looking for:
- Proven leadership experience across software or application support teams.
- Strong understanding of IT service management principles.
- Experience managing complex incidents and customer environments.
- Confidence working with data, KPIs, and service reporting.
- Excellent communication and stakeholder management skills.
- A continuous improvement mindset and the ability to lead through change.
- Someone who can be part of a strong management team and contribute ideas.
- Experience in healthcare, social care, education, or other regulated sectors is highly beneficial.
Why join us:
You 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.
Head of Software Support employer: 慨正橡扯
At 慨正橡扯, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the field of Behavioral Economics and Retirement Research. Our hybrid working model not only offers flexibility but also nurtures a vibrant work culture where employees are encouraged to grow and develop their skills through meaningful projects and leadership opportunities. Join us in Europe, where your expertise will directly contribute to enhancing investor outcomes and shaping impactful business strategies.
