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: Impactful role with opportunities for strategic influence and team development.
- Other info: Join a dynamic team focused on continuous improvement and innovation.
- Why this job: Make a real difference in people's lives through technology.
- Qualifications: Proven leadership in software support and strong communication skills.
The predicted salary is between 65000 - 80000 £ 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.
About The Role
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: System C
At System C, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through continuous training opportunities and the chance to work with cutting-edge AI products. Located in a vibrant environment, our team enjoys a supportive atmosphere that values strong communication and teamwork, making it an ideal place for those looking to make a meaningful impact in the tech industry.
