Business Systems Support Manager in Warrington

ZEDRA is looking for a Business Systems Support Manager who enjoys managing people and technology, ensuring our core systems run smoothly every day. In this role, you will guide a talented support team, build strong relationships with stakeholders and vendors, and drive continual improvements across our business systems. If you are 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 maintained.
• Be responsible for the relationships with key Business Application vendors by 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, which 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).

• Act as Change Manager for the team’s 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.

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.
• Demonstrable knowledge of business systems in an enterprise environment.
• Knowledge of ZEDRA's 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.

• University degree or have IT related qualifications.
• ITIL Qualified.
• Qualified candidates must have a minimum of 7 years' experience working in a similar role.
• 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 are an advantage.

For more information or to request a copy of the full job description, please email recruitment@zedra.com. All agency emails and queries should be sent to recruitment@zedra.com.