BSS Manager (Business Support Systems)

Location: Midlands

Job Type: Full-Time 40 hours per week, Monday to Friday.

Salary: Up To £70,000 Per Annum DOE

At Airband, we’re building more than broadband networks; we’re helping reshape connectivity across the UK. Originally established to tackle the digital divide in rural and underserved communities, Airband has grown into a dynamic broadband provider delivering services through Fibre, Fixed Wireless Access (FWA) and wholesale network partnerships.

Role Summary

Airband is an award-winning ISP committed to delivering high-speed wireless connectivity and exceptional service in hard to reach areas as well as those better served by fibre and wireless based connectivity. Our internal systems, particularly Salesforce, are critical to our operational efficiency and customer experience and this role is integral to our mission.

We are seeking an experienced Business Support Systems Manager to take ownership of our core business applications, with a primary focus on driving the optimisation, development, and integration of Salesforce, alongside other operational tools. Reporting to the Head of IT, you will manage a team of 3 including Administrators and Developers and oversee third-party supporters, ensuring our systems are robust, secure, and aligned with business needs.

Responsibilities

• System Ownership & Strategy: Act as the product owner for Salesforce (CRM, Sales Cloud, Service Cloud, FSL) and other significant business systems.
• Architecture and Integration: Be responsible for mapping and owning the organisation systems estate, ensuring that Business Systems are documented, understood and able to integrate and share data to achieve business benefits (APIs, push/pull relationships, master record definition).
• Team Leadership: Line manage a team of 3 developers and administrators, setting objectives, managing performance, and facilitating professional development.
• Vendor Management: Manage 3rd party support partners, contractors, and software vendors to ensure service level agreements (SLAs) are met.
• Development & Integration: Oversee the development lifecycle (configuration, testing, deployment) of new features and integrations with external ISP tools (e.g., billing, provisioning).
• Process Improvement: Partner with stakeholders (Sales, Marketing, Support) to map, optimize, and automate business processes to improve efficiency.
• Data Integrity & Security: Ensure data integrity, security, and compliance with data protection legislation across all systems.
• Reporting & Analytics: Develop custom reports and dashboards for leadership to monitor KPIs.
• Developing and implementing application strategies: Working with the Head of IT, define and develop BSS strategies to ensure best value, stability and compliance in a regulated and service critical environment.
• Managing the application development process: You are responsible for overseeing the entire application development process, from planning and design to development, testing, and deployment.
• Collaborating with other departments: You will work closely with other teams, such as Data and Analytics, IT Security and Operations, Networks, Finance, Commercial, Strategy, Infrastructure etc to ensure that applications systems meet Airband’s needs and requirements.
• Monitoring application performance: Be responsible for monitoring the performance of all applications and making recommendations and taking actions where required.

Key Skills

• Strong technical background knowledge of BSS systems and API development.
• Experience of leading and driving projects to successful conclusion within deadlines.
• Effective leader who can inspire and motivate your team to achieve the organisation's goals.
• Ability to build and manage high-performing teams, set clear expectations, and provide regular feedback and coaching.
• Excellent communicator who can communicate technical concepts to non-technical stakeholders.
• Strategic thinker who can develop and execute a long-term vision for the organisation's applications.
• Ability to identify opportunities for innovation and improvement and align their team's work with the organisation's strategic goals.
• Strong analytical skills, able to observe, evaluate and make recommendations on situations quickly and comprehensively.
• Commercial focus, able to assess and balance risk.
• A role model, able to always demonstrate and uphold Airband’s values.
• Excellent planning and organisational skills, resilient with the ability to successfully manage conflicting priorities.
• Adaptable and able to perform effectively in a fast-paced and changeable environment.

Core Key Skills

• Excellent written and verbal communication.
• Effective time management and prioritisation.
• Strong problem-solving skills.
• Attention to detail and accuracy.
• Ability to work independently and collaboratively.
• Embraces change, is adaptable and is willing to learn.
• Customer/user-focused mindset.
• Continuous improvement mindset.
• Planning and organisational skills.
• Competent use of Microsoft 365 tools.
• Embraces diversity.
• Emotional intelligence and professionalism.

Leadership & Ownership

• Credible and authentic, having a high degree of integrity.
• Ability to give and receive feedback constructively.
• Accountability and ownership of outcomes.
• Ability to influence without authority.
• Coaching or mentoring capability.
• Strategic thinking and alignment to objectives.
• Data driven decision-making and sound judgement.
• Effective risk assessment & mitigation skill.
• Ability to manage multiple tasks and deadlines.
• Stakeholder management and relationship building.

Technical & Digital Skills

• Ability to learn new systems and technologies quickly.
• Data handling and analysis skills.
• Understanding of digital ways of working and collaboration tools.

Certificates/Tickets/Qualifications

Essential

• Minimum 5 years of experience in business systems or application management, with a strong focus on Salesforce.
• 2+ years of line management experience, leading technical teams.
• Proven experience managing external 3rd party vendor relationships.
• Strong understanding of Salesforce configuration, Flows, security model, and Apex/Lightning components.
• Experience in an ISP or similar subscription-based services environment is preferred.
• Excellent communication skills with the ability to bridge the gap between technical and non-technical stakeholders.

Desirable

• Salesforce Administrator or Consultant Certifications.
• Experience with Agile project management methodologies.
• Experience in integrating Salesforce with billing/CPQ systems.

What can Airband Offer you?

• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus - a thank you for every customer you send our way.
• We offer hybrid working – a mix of working from home and in the office.
• Free Broadband - If you are in our coverage, you can benefit from free broadband with us! (subject to time served).
• 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.
• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service).
• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
• Refer a friend reward scheme – a selection of great rewards to choose from!

Pre-employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role. Recruitment agency support is not required at this time.