At a Glance
- Tasks: Lead support teams to enhance customer experience and service quality.
- Company: System C, a tech leader in health, social care, and education.
- Benefits: Competitive salary, impactful work, and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and innovation.
- Why this job: Make a real difference in people's lives through strategic leadership.
- Qualifications: Proven leadership in software support and strong communication skills.
The predicted salary is between 59400 - 72600 £ per year.
At 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.
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.
Head of Software Support employer: Limelight Health
At Limelight Health, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As a remote-first company, we offer flexible working arrangements, competitive benefits, and ample opportunities for professional growth, making it an ideal environment for those passionate about driving technological advancements in healthcare. Join us to be part of a forward-thinking team that values your expertise and encourages you to lead the way in AI-driven solutions.
