Head of Software Support

Senior leadership role leading the Support and Success function across healthcare, social care, education, and oncology systems. You will set clear operating models, drive customer-centric service delivery, and own performance metrics while guiding improvements with lasting impact. Collaborate with Product, Engineering and Customer Success to prevent recurrence and elevate knowledge management. This role offers influence on strategy, team development, and a fast-moving mission to improve lives through technology.

• Lead multi-disciplinary support teams and foster accountability, collaboration and continuous improvement
• Own service performance including SLAs, response times, resolution times, customer satisfaction, and backlog health
• Manage major incidents with timely resolution, clear communication and follow-up actions
• Strengthen incident, problem and change management processes
• Collaborate with Product, Engineering and Customer Success to address issues and prevent recurrence
• Drive improvements in knowledge management and self-service
• Act as senior point of escalation for customers and internal stakeholders
• Use data to identify trends, risks and improvement opportunities including AI-driven areas

• Proven leadership 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
• Continuous improvement mindset and change leadership
• Ability to contribute ideas as part of a strong management team
• Experience in healthcare, social care, education, or other regulated sectors is highly beneficial

• leadership
• stakeholder management
• communication
• IT service management principles
• incident management
• service reporting