Description
System C delivers software and services that help organisations improve outcomes across Healthcare, Social Care and Education. We're looking for a Head of Support Operations to lead operational performance and continuous improvement across our customer support function - building scalable ways of working, strengthening insight and reporting, and driving better customer outcomes in a fast-changing environment.
What you'll be doing
You'll define and deliver the support operations strategy, acting as the operational escalation point for complex or systemic issues and ensuring the function is efficient, high-quality and measurable. You'll be the engine behind performance management: setting the reporting framework, turning data into action, and partnering across Support, Customer Success, Product, Development and Commercial to reduce repeat issues and improve usability.
Key responsibilities
* Own and deliver the Support Operations strategy aligned to organisational objectives.
* Drive service excellence and continuous improvement across support functions.
* Build robust dashboards and executive reporting across KPIs such as: SLA adherence, response and resolution times, first contact resolution, CSAT / NPS, backlog management, volume trends and categorisation, and proactive customer outreach
* Translate operational data into actionable insight for senior stakeholders, identifying trends, root causes and improvement opportunities.
* Support forecasting models for volumes, resourcing and capacity planning.
* Own and optimise the support technology stack (e.g. ticketing platforms such as Jira, reporting tools), including automation and self-service.
* Evaluate AI options with Technical Support Operations, including monitoring deflection, accuracy and customer experience impact.
* Embed quality assurance, knowledge management and feedback loops to improve resolution efficiency and consistency.
* Lead and develop the Support Operations team, partnering closely with Heads of Support, Customer Success and Product leaders.
What we're looking for
* Significant experience leading operations within a software/SaaS customer support environment.
* Demonstrable experience building and managing data-driven reporting frameworks and SLAs in regulated/public sector contexts.
* Strong BI capability (Power BI, Tableau or equivalent) and confident translating complex data into clear recommendations.
* Calm, structured and collaborative - able to create clarity and momentum when priorities shift.
If you're excited by operational rigour, customer outcomes and continuous improvement, apply today.