Lead, coach and develop the Business Systems team, creating clarity on ownership, standards and ways of working
Build a culture of accountability, collaboration and continuous improvement, supporting the team to thrive in a fast-changing environment
Own BAU service performance across business systems: availability, reliability, and compliance with SLAs/OLAs
Define, track and actively manage team KPIs (incident volumes, time to resolution, service health, user experience)
Ensure strong incident, request and problem management, driving root-cause elimination and preventing repeat issues
Manage vendor performance, contracts and licensing, holding suppliers to account while keeping relationships constructive
Govern change activity (upgrades, releases and integrations) to minimise risk to live services
Ensure systems operate securely and compliantly, supporting audit and data governance requirements
Provide clear reporting to senior stakeholders on system health, performance trends, risks and improvement plans

Proven experience leading a team supporting enterprise business systems, with clear SLA/KPI accountability
Strong service delivery mindset (ITIL-aligned approaches welcomed) and confidence prioritising in ambiguity
Excellent stakeholder management — able to translate operational issues into clear options and trade-offs
Experience overseeing platforms such as Workday, Concur, Salesforce and NetSuite (including via third-party suppliers)
Working knowledge of integrations, data governance and security best practice

Business Systems Manager

Key skills