Business Systems Manager

22 March 2020
West London
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Job Title:          Business Systems Manager

TR Ref:              CL/13467

Location:          West London


This appointment, with a highly prestigious hospitality and leisure company, will be responsible for the management and support of a range of business systems and applications used globally by the group. These include Property Management Systems, EPoS, Reservations, Event Management, HR, Attendance, Finance & Reporting systems.

The company is reviewing and streamlining their existing systems and associated business processes and operations and you will be leading the internal delivery and new systems and process changes.

You will own the relationships with system & support providers as well as with internal teams and end users; ensuring that all systems are efficiently configured and that end users are well trained in their use.

Here’s what you need:

Qualifications and Experience

  • At least 3 years in a similar role, ideally including implementing / optimising software applications used in the hotel or hospitality sectors
  • Experience managing 3rd party software vendors, service and support providers
  • Experience supporting users, including VIPs, both face to face and remotely
  • Experience developing and delivering training courses
  • Experience managing projects, ideally with international deployment
  • Change management and business processes improvement experience

 & Skills

  • First class interpersonal skills and communications skills, both diplomatic and robust, as needed
  • Be an effective conduit between IT and the business
  • Good time management skills
  • Flexible, with a ‘can-do’, positive attitude, supporting other wherever required

and here’s a breakdown of the role:

System and configuration management

  • Own the configuration and rule set used within the group to, ensuring it is optimal, efficient and consistency.
  • Work with super users, end users and vendors on enhancements and change requests, ensuring proper procedures are followed when system changes are introduced
  • Manage the overall system architecture and the individual interfaces between systems

System support process & procedures

  • Take ownership for the support procedures relating to all business systems. Work with the vendors, infrastructure providers and key users to create and publish quick reference support guides
  • Manage supplier response & system availability SLA’s to ensure the vendors are meeting their contracted obligations
  • Hold regular review meetings with system suppliers
  • Review tickets on a regular basis to identify patterns that could relate to underlying issues or training needs

End user training & process alignment

  • Prepare, and where necessary deliver end user training, either on a 1-1 basis or to a group – either directly or via remote delivery
  • Establish and run internal system user groups and identify and nurture key user relationships across the Group
  • Understand the processes and procedures the teams are following, with a view to harmonising and optimising across the Group. Ensure processes are fully aligned with the systems being used.
  • Test and implement new ways of working and improvements to systems

Project Management & co-ordination

  • Ensure that any change to a system and/or process is properly managed and co-ordinated
  • Plan and manage any new systems implementations and deployment of existing systems to other parts of the Group
  • Manage system upgrades and the deployment of new releases ensuring all changes are thoroughly tested and where necessary communicated to the end user community

Other responsibilities

  • Prepare project proposals and manage project spend for any new systems and/ or system enhancements
  • Prepare budget schedules and cost allocation models for the various systems to ensure costs are distributed to appropriate cost centres
  • Work on other small projects or initiatives


The Package:

  • Performance-based bonus, up to 20% of salary (discretionary, but 90% is historically paid)
  • Season ticket loans and cycle to work schemes available
  • Group Discount Card
  • Private Healthcare (50% covered in Yr1; 100% covered in Y3 and beyond)
  • Fun and relaxed working environment


  • Location: West London
  • Type: ,
  • Salary: £0k - £0k
  • Start Date: ASAP
  • Benefits: 20% Bonus, paid 90% of the time. Private Health Care
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