SimpleCareer

Head of Software Support

Hackajob
Leeds, United KingdomPosted Aug 8, 2026
ApplyView on SimpleCareer

Head of Software Support

hackajob Leeds, England, United Kingdom

Head of Software Support

hackajob Leeds, England, United Kingdom 3 weeks ago Be among the first 25 applicants

See who hackajob has hired for this role

hackajob is collaborating with System C to connect them with exceptional professionals for this role.

Description

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.

  • Seniority level

    Director

  • Employment type

    Full-time

  • Job function

    Engineering and Information Technology

  • Industries

    Software Development

Referrals increase your chances of interviewing at hackajob by 2x

See who you know

Get notified about new Head of Software jobs in Leeds, England, United Kingdom.

Sign in to create job alert

Similar jobs

People also viewed

Similar Searches

Want jobs like this matched to you?

SimpleCareer scores fresh postings against your résumé so you only see the matches that matter.

Get started free