Head of Software Support

Description

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.