Business Systems Support Manager – ZEDRA seeks a leader who enjoys managing people and technology, ensuring our core systems run smoothly every day. In this role, you’ll guide a talented support team, build strong relationships with stakeholders and vendors, and drive continual improvements across our business systems. If you’re 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, 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, including incremental changes to existing systems and processes.
* Creation of new processes / adoption of new functionality (where the scope falls below the threshold of a formal project).
* Provide routine KPIs from the helpdesk to the Head of Business Systems as required to support senior management reporting.
* Represent the BST on the Change Authority Board (CAB); responsibilities include acting as Change Manager for the team’s proposed changes and promoting 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, including technical support guides and end user documentation.
* Work with the Head of Business Systems & Program Managers Office to assist with Business Systems resource allocation to project work, ensuring that Service Delivery is maintained.
Knowledge And 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.
Base Requirements
* 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 working and managing personnel in multiple jurisdictions and a mixture of cultures.
* Effective communicator – Ability to communicate with non-IT staff at all levels.
* 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
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