Our client is seeking a Business Systems Support Manager who enjoys managing people and technology, ensuring that core systems run smoothly every day. In this role, the successful candidate will guide a talented support team, build strong relationships with stakeholders and vendors, and drive continual improvements across business systems. The position requires ITIL qualifications, experience in IT service management, and a passion for helping teams grow while maintaining system reliability. The contract is a full-time position, with specific working hours to be confirmed during the employment process. The role encompasses a range of duties and responsibilities aimed at supporting business stakeholders effectively.
Job Duties:
- Responsible for the delivery of timely, effective support provided by the Business Systems Team (BST) to business stakeholders via the helpdesk
- Daily monitoring of production services
- First line issue analysis and intra-team escalation
- Workload balancing for the BST
- Timely provision of service requests
- Key relationship management with key jurisdictional and group stakeholders to maintain support standards
- Manage relationships with key business application vendors through regular meetings and appropriate escalation of issues
- Staff management within the BST, conducting weekly one-on-one sessions to ensure team members are fulfilling their roles
- Create, monitor, and implement training and personal development plans to ensure the team is capable of providing the required levels of support
- Own the annual performance review process in line with client procedures
- Input into and manage the Continual Improvement (CIP) pipeline of works and staff allocation
- Provide routine KPIs from the helpdesk to support senior management reporting
- Represent the BST on the Change Authority Board (CAB), acting as Change Manager for proposed changes and promoting best practices
- Ensure adherence to procedure, including the correct use of test environments
- Maintain the Group Technology knowledge base for BST-related items, including technical support guides and end-user documentation
- Collaborate with the Head of Business Systems and Program Managers Office to assist with business systems resource allocation to project work, ensuring service delivery is maintained
Job Requirements:
- Proficient in IT Service Management (ITSM) with demonstrable experience running a support team
- Strong managerial experience with a focus on team growth
- Demonstrable knowledge of business systems in an enterprise environment
- Knowledge of the core ERP system, NavOne (Business Central), is an advantage
- Ability to learn and apply new technologies or concepts quickly
- Strong knowledge of reporting measures and data analysis skills to produce and review relevant management information
- University degree or IT-related qualifications
- ITIL qualified and a minimum of 7 years’ experience in a similar role
- Experience in managing personnel across multiple jurisdictions and cultures
- Effective communicator with the ability to engage with non-IT staff at all levels
- Strong written and verbal communication skills in English; other languages are an advantage
What You’ll Love:
This role provides an excellent opportunity to play a key part in maintaining and enhancing business systems for our client. You will work in a collaborative environment with opportunities to develop your skills in support management, team leadership, and strategic improvements. The organisation values professional growth and offers ample opportunities for training and career development.
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