Business Systems and Change Manager

Role Overview

• The Business Systems & Change Manager leads governance-light, outcome-focused change across LRG business systems, ensuring stability, support quality, and operational readiness.
• The role bridges Business Systems, Technology, Service Desk, operational teams, suppliers, and senior stakeholders to deliver controlled change without slowing the pace of the business.
• Own 2nd-line business application support and act as escalation for issues, risks, and defects.
• Maintain platform knowledge across CRM, workflow, ticketing, reporting, integrations, and key third-party apps.
• Improve Service Desk hand-offs, categorisation, queue ownership, and resolution quality.
• Ensure SOPs, runbooks, playbooks, and knowledge articles are current and used.
• Operate an end-to-end change route: capture, assess, prioritise, test, release, communicate, and review.
• Apply proportional control: standard, minor, significant, major—without slowing low-risk activity.
• Maintain forward view of supplier releases, configuration, projects, and readiness dependencies.
• Prepare release packs and communications where required.
• Standardise and simplify cross-team processes; align to incident, request, problem, change, and knowledge practices.
• Tackle root causes of recurring issues and address ownership and training gaps.
• Promote a single route for business system requests and changes where appropriate.
• Plan and deliver business system changes from initiation to adoption: requirements, UAT, training, comms, go-live readiness.
• Assess impacts across people, process, systems, data, reporting, compliance, suppliers, and customer experience.
• Track risks, issues, dependencies, and decisions; escalate early to protect outcomes.
• Manage tickets, defects, releases, development items, and roadmaps with suppliers.
• Assist in ensure supplier-led change is impact assessed, evaluated, and communicated.
• Support commercial, security, and data protection considerations related to change/integrations.
• Produce training materials, user guides, release notes, and support packs.
• Work with business champions and leaders to drive adoption and consistency.
• Gather post-change feedback and embed lessons learned.

Requirements

• Background in Business Systems, Change Management, Application Support, Service Management, or Business Analysis.
• Proven delivery of system changes from request through assessment, testing, communication, release, and adoption.
• Strong grasp of incident, request, problem, change, and knowledge practices.
• Supplier/partner management and escalation experience.
• Clear communicator across operational and senior audiences; strong stakeholder management.
• Documentation skills: SOPs, runbooks, requirements, impact assessments, process maps, user guidance.
• Analytical, organised, able to balance pace with control and service quality.

Benefits

• Competitive Salary Package
• Quarterly and yearly awards
• Salary sacrifice pension scheme
• Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year