Business Systems Support Lead

Network Rail; Temple Cloud; On-site; GBP 36,000 - 43,000; Full time

Benefits offered by this job

Privileged staff travel

Rail season tickets discount

GWR ticket alliance passes

Healthcare benefits

Cycle to work

Pension schemes

35 hours per week

Volunteer leave

Reserved leave for Armed Forces

PROUD recognition scheme

Job summary

Network Rail is recruiting to lead the daily operations of Business Systems, providing expert technical guidance to front line users of the function’s systems. This role supports night workers with evenings up to 01:00 and offers a 35-hour week across Bristol, Swindon, Cardiff, Gloucester or Reading, with opportunities to influence service delivery and system enhancements.

We seek ITIL and Prince2 proficient professionals with Microsoft 365 and Oracle/SharePoint experience, who excel in customer

Qualifications

• Experience in technical or systems-related environments with analytical and organizational skills.

Responsibilities

• Lead the teams' day-to-day operations, providing training, direction and support to ensure accountability and efficiency.
• Maintain expert understanding of systems and business processes to resolve queries and faults during peak demand.
• Manage escalations to satisfactory completion with strong customer service.
• Oversee minor system enhancements from concept through delivery and BAU, including testing and training material delivery.
• Lead system testing processes for new/upgraded systems before deployment to validate business requirements.
• Monitor workloads and set targets, balancing resources aligned to workloads.
• Motivate, coach and develop team members to improve service quality.
• Regularly review records and calls to ensure accuracy and identify value-adding improvements.
• Build relationships with wider teams, attend user groups and promote value-for-money.

Skills

Analytical skills

Team leadership

Customer service

UAT testing

Stakeholder management

Communication

Safety awareness

Problem solving

Education

ITIL Foundation

PRINCE2 Foundation

Tools

Microsoft 365

Oracle iProcurement & Supply Chain

SharePoint

Job description

Who We Are

At Network Rail, We're Part Of a Large Family Serving Millions Of Passengers And Freight Users Throughout The UK Every Day. Our Service Impacts Millions Of People And We Strive To Become More Efficient As We Enhance, Maintain And Operate Our Network. Now Is a Fantastic Time And Join Our Team In Wales And Western Region As We Finalise The Reforms To Our Maintenance Organisation Which Will Deliver

• A safer and more reliable and punctual service for passengers and employees - quicker fault fixes by more agile multi-disciplined response teams.
• Individual rostering - enabling us to send the right number or people to fix a fault.
• Multi-skilling - investing in the knowledge and skills of our people so they are better equipped to fix the most common faults themselves.
• Accelerated and improved technology deployment - we have a raft of labour and life-saving technology ready to be rolled out.

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When your part of our team, you matter to us and you matter to millions. Watch our video to find out more!

About our people and the recruitment process

We're an inclusive employer of choice and we welcome applications from everyone! We look for opportunities to offer great opportunities to learn and grow through personal and professional development. And, if you make the grade then you can look forward to a rewarding and fulfilling career with a company that joined the top 50 in the Glassdoor's 2021 Best Places to Work.

We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone. For more information about Network Rail

Overview

About the role

Lead the daily operations of Business Systems, ensuring professional and comprehensive support. Engage with front line customers to support them in the use of systems supported and owned by the function/region, providing expert technical and operational guidance. As this role supports night workers, you will be required to work evenings until 01:00 on a regular basis.

Location can be Bristol, Swindon, Cardiff, Gloucester or Reading.

Your Main Responsibilities Will Be To

• Lead the teams' day-to-day operations, providing training, direction, support and guidance in order to verify their key accountabilities are undertaken efficiently and effectively.
• Maintain a solid subject matter expert understanding of systems and their business processes to be enabled to support the team in responding and resolving system queries, faults and requests during periods of high demand.
• Manage escalations through to satisfactory completion by demonstrating high levels of customer service and applying direction to situations that require increased responses and swift action.
• Manage the minor system enhancements from concept through to delivery and into BAU. Including managing the system testing process, co-ordinating and facilitating regular stakeholder engagement sessions, development and delivery of training plans and materials to embed adoption and provide users with the relevant knowledge and access within agreed achievable timescales.
• Lead the teams activities within the system testing processes, testing new and upgraded systems before deployment to confirm they correctly validate and verify the business requirements and process.
• Monitor and evaluate workloads to set targets and understand business processes and priorities to take appropriate action when resource balancing is required aligned to workloads and competence.
• Motivate, coach and develop team members to deliver an improved service quality and aid continual personal development, consequently improving the level of service the team provides to our customers.
• Regularly monitor records and phone calls to certify high levels of accuracy and quality in order to undertake analysis to identify system enhancements required to add value to the business and deliver continuous improvements.
• Build positive relationships with the wider Business Systems teams, the business and external suppliers. Attending and representing the Business Systems team at user groups and workshops to actively promote the team and build and present as a cohesive team that understands the needs of the business and is able to provide value for money.

Pay and Rewards

Salary: £35,582 to £43,400 per annum.

• Privileged staff travel - Leisure travel discount of 75% on all leisure travel and includes family members.
• A subsidy of up to 75% on rail and underground season tickets if you travel to work on the train.
• GWR ticket alliance ¿ Heavily discounted all day passes for you and up to 3 friends and family to use across the GWR network (48 passes per year)
• Benefits package including healthcare offers, a cycle to work scheme, discounted healthcare club membership, and a discounted offers and benefits including childcare, healthcare and online shopping site.
• A range of Pension schemes to choose from
• Effectively manage work-life balance with a 35hrs per week contract, and enhanced family friendly support.
• 5 days paid volunteering leave.
• 2 weeks paid reserve leave for the Armed Forces community.
• In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

To find out more about the benefits at Network Rail

More About The Role And Your Application

Closing date:

22nd September 2026. Late applications will not be accepted.

This role requires working in the office for a least 60% of the working week

We want to ensure everyone has an equal opportunity. Therefore, should you require any reasonable adjustments/modifications, please include within your application.

All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Our Drugs and Alcohol Standard has changed. All prospective candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5-year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

Your Experience And Skills

You will ideally have

• Evident use of analytical, organisation and teamwork skills in a technical or systems related environment
• Previous experience of managing multi-skilled teams and multiple workstreams in a customer focussed support environment, working to published service levels
• Knowledge and experience of using test environments, orchestrating and performing UAT to identify & develop solutions
• Proven IT capabilities with Microsoft 365 platform (Office, AD, SharePoint, Teams, Exchange, OneDrive etc.)
• Experience of using Oracle modules including iProcurement & Supply Chain, SharePoint, or equivalent business systems
• IT Infrastructure Library (ITIL) Foundation Certificate with experience in following and adopting ITIL processes
• Prince2 Foundation qualification or equivalent
• Demonstratable experience of using and supporting Web-based Applications
• Ability to work under pressure and manage workloads effectively, both individually and as a team.
• Demonstratable communication and customer service skills. Ability to communicate complex issues in a customer-focused way
• Keeping people safe on the railway is at the heart of everything we do. Safe behaviour is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety within your application.

What Could Set You Apart

• Knowledge and experience of procurement processes
• Knowledge and experience of logistic processes
• Knowledge and experience of incident and problem management solutions
• IT Infrastructure Library (ITIL) Practitioner Certificate
• PRINCE2 Practitioner, AgilePM, Change Management or equivalent qualification
• The Institute of Leadership & Management (ILM) Level 2 or above or equivalent Qualification

Not sure if you meet all the requirements? Let us decide. Some of these criteria may be learnt in role. Therefore, if you do not meet all the criteria, please submit your application. We will screen your application against these criteria to assess the best match.