Business Systems Support Manager

ZEDRA; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading support services company located in Greater London is seeking a Business Systems Support Manager to oversee operations and manage a talented support team. The ideal candidate will have extensive ITIL qualifications and at least 7 years of experience in IT service management, ensuring systems operate effectively while fostering team growth. Responsibilities include monitoring support services, managing relationships with stakeholders, and driving continuous improvements in business processes.

Qualifications

• Minimum of 7 years experience in a similar role.
• Experience managing personnel across different jurisdictions.
• Ability to communicate effectively with non-IT staff.

Responsibilities

• Manage daily support operations via the helpdesk.
• Oversee staff management and development.
• Ensure compliance with change management procedures.

Skills

ITSM expertise

Team management

Data analysis

Communication skills

Education

University degree or IT related qualifications

ITIL Certification

Tools

NavOne (Business Central)

Job description

ZEDRA is looking Business Systems Support Manager who enjoys managing people and technology, ensuring our core systems run smoothly every day. In this role, you’ll guide a talented support team, build strong relationships with stakeholders and vendors, and drive continual improvements across our business systems. If you’re ITIL qualified, experienced in IT service management, and passionate about helping teams grow while keeping systems reliable, this could be the perfect next step in your career.

Key Accountabilities

• Responsible for delivery of timely, effective support provided by the BST to business stakeholders via the helpdesk. This includes :
• 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.
• Attend Service Delivery sessions with key jurisdictional and group stakeholders to ensure support standards are maintain.
• Be responsible for the relationships with key Business Application vendors but attending regular meetings and escalating issues as required.
• BST Staff management.
• Perform weekly 1 : 1 sessions to ensure team members are fulfilling their job roles.
• Create, monitor and implement training and personal development plans to ensure that the team is capable of providing the required levels of support.
• Own the annual performance review process in line with ZEDRA procedures.
• Input into and with the Head of Business Systems manage the Continual Improvement (CIP) pipeline of works and staff allocation, this will include.
• Incremental changes to existing systems & processes.
• Creation of new processes / adoption of new functionality (where the scope falls below the threshold of a formal project).
• Provide routine KPIs from the helpdesk to the Head of Business Systems as required to support senior management reporting.
• Represent the BST on the Change Authority Board (CAB), responsibilities include.
• Act as Change Manager for the teams proposed changes.
• Promote best practice for Change Management within the team.
• Ensure changes are progressed and updated, ensuring ZEDRA procedure adherence including the correct use of test environments in line with best practice.
• Ensure that the Group Technology knowledgebase is maintained for BST related items
• Technical support guides.
• End user documentation.
• Work with Head of Business Systems & Program Managers Office to assist with Business Systems resource allocation to project work, ensuring that Service Delivery is maintained.

Knowledge and Experience

Professional and Technical Experience

• Proficient in ITSM with demonstrable experience running a support team.
• Strong managerial experience focused on growing team members.
• Demonstratable knowledge of business systems in an enterprise environment.
• Knowledge of Zedras core ERP system NavOne (Business Central) would be an advantage.
• Ability to learn and apply new technologies or concepts quickly.
• Strong knowledge of reporting measures and data analyst skills to produce and review relevant MI.

Base Requirement

• University degree or have IT related qualifications
• ITIL Qualified.
• Qualified candidates must have a minimum of 7 years experience working in a similar role.
• Has experience of working, and managing personnel in multiple jurisdictions & a mixture of cultures.
• Effective communicator Ability to communicate with non IT staff at all levels.
• The role holder is required to have strong written and verbal communication skills in English, other languages an advantage.