Application Support Manager - Healthcare

About the role

Responsibilities

• Lead and develop a high-performing support team.
• Oversee incidents, service requests, customer escalations and continual service improvement.
• Act as operational lead during Priority 1 and Priority 2 incidents.
• Coordinate with Product, Development, Technical Services, Service Delivery and Customer Success.
• Build customer and stakeholder relationships; promote root cause analysis and problem management.
• Monitor service performance, SLAs and customer satisfaction; identify process and customer-experience improvements.
• Support governance and regular operational reporting.

Essential experience

• Experience leading an Application Support, Software Support or Technical Support team.
• Experience managing major incidents, escalations and service recovery.
• Experience in an ITIL-aligned support environment.
• Incident, Problem and Change Management expertise.
• Experience with Jira, ServiceNow or similar service management platforms.
• Strong stakeholder management and communication skills; experience coaching and developing team members.

Desirable experience

• Healthcare software or health technology experience.
• Experience with SaaS and cloud-hosted solutions.
• ITIL Foundation certification or higher.
• Understanding of NHS or other regulated healthcare environments.
• Experience with monitoring and observability tools.

Why join System C

• The company describes a collaborative environment that values accountability, continuous improvement and meaningful work.
• Professional development opportunities and flexible employee benefits are offered.