A Business Systems Manager is sought to join a Global L&D business responsible for managing a team of Business Systems Support Analysts, playing a key role in the support of the Business Systems, primarily Dynamics 365.

Client Details

A Global people development business through the provision of a range of Learning & Development solutions that has grown exponentially over the last 20 years.

As the Business Systems Support Manager you will be part of the Enterprise Technology Leadership team reporting directly to the Head of Enterprise Technology and Security within the Finance and Corporate Services Function.

Managing a team of Business Systems Support Analysts and a Management Information Analyst you will play a key role in the support of the Business Systems (applications and tools) managed by Enterprise Technology, primarily MS Dynamics 365, that the Business users require to ensure the delivery of Learning and Development services to customers as well as the production of meaningful and useful Management Information and Business Intelligence to support the business goals and strategy.

You will be accountable for the services that the team deliver to the customer and will ensure that agreed service level targets as well as levels of quality are managed and maintained, you will continually strive to improve the services delivered by the team and drive improvement initiatives as agreed.

You will act as an escalation point for the team to provide support and guidance and will manage partners to deliver the required levels of service based on agreed contracts and targets.

You will play a key role in the Enterprise Technology Leadership team providing support and guidance to your colleagues and manager helping define the future strategy of the function and wider Technology. As well as playing a key role in the future direction of the Business Systems used to ensure that they are continuously reviewed to ensure that they fulfil the strategy of the Business and to support the Change Portfolio in the delivery of new functionality and ongoing Service Improvements.

Description

• You will manage and be accountable for the team that provides support for all Business Systems managed and maintained by the team, primarily MS Dynamics 365
• Manage the governance, development and delivery of timely and useful Management Information to the business
• Manage individuals within the team to support them in their development and to meet their objectives dealing with any issues or concerns within the agreed Insights HR policies and procedures
• You will manage and be accountable for the services delivered by partners to support the managed Business Systems
• Ensure that all customer requests are completed to the agreed targets following agreed processes and to the required level of quality and identify trends of issues that can be remediated to continually improve service
• Define requirements for and manage the successful transition of changes into operational support
• Ensure that knowledge is shared within the team, is current and documented ensuring that the team and wider Technology function can provide a consistent and high-quality service
• Ensure that there are no single points of failure within the team by managing skills, knowledge and development plans to deliver to agree targets at all times across all supported Business Systems and services
• Continually manage identified Risks and Issues to ensure mitigating actions are agreed, in place and effective
• Provide support to the Change Management Office and change portfolio as required

Profile

• Have proven experience of managing an Application Support function in a fast paced and global organisation with a particular focus on managing MS Dynamics 365 through its full lifecycle
• Have a sound understanding and experience in the production of Management Information using MS PowerBI
• Provide inspirational leadership and lead by example in the provision of a first-class, proactive IT customer support
• Establish and maintain effective communication channels with key stakeholders throughout Technology, the business, steering groups and sponsors
• Act as an escalation point and escalate issues to partners where appropriate while maintaining ownership of the initial support request and pro-actively monitoring progress and providing updates
• Flexible - ability to change priorities quickly, and capacity to handle multiple tasks
• Collaborate and work effectively across internal functional areas as well as with external parties as required
• Adhere to Insights Security and Data Protection policies
• Understand and meet the needs of the business and provide help and support to colleagues as required
• Build relationships with key personnel across the business.

Job Offer

The opportunity to join a growing organisation that has become a global name in the L&D market helping businesses empower their employees. The role involves managing teams supporting a host of SaaS products.

There is an attractive salary and package on offer along with opportunities for career progression.