IT Business Partner - Customer & Project Success

Sapiens; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Sapiens seeks an IT Business Partner to bridge business needs and IT strategy for Customer & Project Success in London-based hybrid mode. You will shape requirements, translate processes into system needs, and define roadmaps across applications, reporting, and controls.

You will lead a team of admins and specialists, collaborating with central IT and external partners. The role demands a blend of business analysis, solution design, and hands-on leadership across strategic planning and

Qualifications

• 8+ years in IT business-partnering, systems ownership, or platform product management, ideally in a PE-owned or high-growth software company.
• Strong experience in enterprise applications, business systems, or technology partnering roles.
• Blended skill set spanning business analysis, functional consulting, solution design, and systems optimisation.
• Proven ability to work with business stakeholders to understand requirements and deliver practical technology solutions.
• Experience with platforms relevant to the assigned domain.
• Strong stakeholder management, communication, and problem‑solving skills.
• Experience leading or coordinating the work of administrators, analysts, or third‑party partners.
• Comfortable working across both strategic planning and hands‑on functional leadership.
• Degree in a relevant discipline or equivalent experience; relevant certifications are an advantage.
• Proven track record working for a Born-in-the-Cloud or Cloud-Native technology company — must have.

Responsibilities

• Act as lead IT partner for the Customer Success and Project Success and build strong relationships with stakeholders and subject matter experts.
• Understand business processes, challenges, and priorities, and translate these into clear system and technology requirements.
• Recommend fit-for-purpose solutions and improvements across applications, workflows, integrations, reporting, and controls.
• Own and shape the application roadmap for the domain, including enhancements, optimisation opportunities, and longer-term change.
• Direct the day-to-day work of system administrators and application specialists.
• Collaborate with central IT functions such as infrastructure, security, data, integration, support, and architecture to ensure solutions are aligned with enterprise standards.
• Engage third-party vendors and implementation partners where required for delivery, support, or specialist expertise.
• Manage application upgrades and corresponding communication and change management to the business.
• Manage incidents related to the applications in your domain.
• Manage license utilisation and facilitate purchase and renewals.
• Provide direction and prioritisation to system administrators or application specialists delivering configuration, support, and maintenance activities.
• Work with technical teams, vendors, and delivery partners to ensure solutions are implemented effectively and aligned with business needs.
• Support testing, business readiness, user adoption, and continuous improvement across the application landscape.
• Monitor application performance, service issues, adoption, and user feedback to drive continuous improvement.
• Act as a trusted advisor and escalation point for business system needs within the domain.

Skills

IT business-partnering

Enterprise applications

Stakeholder management

Business analysis

Platform ownership

Cloud-Native

Leadership

Governance

Vendor coordination

Requirement translation

Education

Relevant degree

Tools

ServiceNow

Job description

IT Business Partner - Customer & Project Success

The IT Business Partner is the primary point of contact between the business and IT for applications and technology tools within their remit.

This role partners closely with business leaders and subject matter experts to understand processes, shape requirements, and ensure systems are implemented and optimised to meet business needs. Combining the skills of a business analyst, functional consultant, solution consultant, and solution architect, the role also provides direction to one or more system administrators or application specialists supporting the domain.

Location & working model: London, Hybrid (flexible)

Job Requirements

• 8+ years in IT business-partnering, systems ownership, or platform product management, ideally in a PE-owned or high-growth software company.
• Strong experience in enterprise applications, business systems, or technology partnering roles.
• A blended skill set spanning business analysis, functional consulting, solution design, and systems optimisation.
• Proven ability to work with business stakeholders to understand requirements and deliver practical technology solutions.
• Experience with platforms relevant to the assigned domain
• Strong stakeholder management, communication, and problem‑solving skills.
• Experience leading or coordinating the work of administrators, analysts, or third‑party partners.
• Comfortable working across both strategic planning and hands‑on functional leadership.
• A degree in a relevant discipline or equivalent experience; relevant certifications are an advantage.
• Proven track record working for a Born‑in‑the‑Cloud or Cloud‑Native technology company — must have.

Job Responsibilities

• Act as the lead IT partner for the Customer Success and Project Success and build strong relationships with stakeholders and subject matter experts.
• Understand business processes, challenges, and priorities, and translate these into clear system and technology requirements.
• Recommend fit‑for‑purpose solutions and improvements across applications, workflows, integrations, reporting, and controls.
• Own and shape the application roadmap for the domain, including enhancements, optimisation opportunities, and longer‑term change.
• Direct the day‑to‑day work of system administrators and application specialists.
• Collaborate with central IT functions such as infrastructure, security, data, integration, support, and architecture to ensure solutions are aligned with enterprise standards.
• Engage third‑party vendors and implementation partners where required for delivery, support, or specialist expertise.
• Manage application upgrades and corresponding communication and change management to the business.
• Manage incidents related to the applications in your domain.
• Manage license utilisation and facilitate purchase and renewals.
• Provide direction and prioritisation to system administrators or application specialists delivering configuration, support, and maintenance activities.
• Work with technical teams, vendors, and delivery partners to ensure solutions are implemented effectively and aligned with business needs.
• Support testing, business readiness, user adoption, and continuous improvement across the application landscape.
• Monitor application performance, service issues, adoption, and user feedback to drive continuous improvement.
• Act as a trusted advisor and escalation point for business system needs within the domain.
  

Scope & Remit

This role is aligned to a specific business domain.

Functional remit: Finance including Procurement

Applications in scope

• ServiceNow CSM, ITSM, ITAM, ITOM and SPM

Key stakeholders

• Chief Customer Success Officer
• Chief Delivery Success Officer
• Customer Operations
• ITIL Service Management
• Project Directors and Managers
• PMO
• Other IT Business Partners

Key processes supported

• Plan to Deliver
• Order to Cash (project accounting)
• Issue to Resolution

Team structure

The IT Business Partner has leadership responsibility for one or more system administrators or application specialists who carry out configuration, maintenance, support, and administrative tasks under the direction and prioritisation of this role.