Job Description
Job Title:
Business Solutions Manager
Reports to:
Head of IT
Direct reports: Solutions Analysts, Solutions Architect & Development Analysts
PURPOSE OF ROLE
To manage the development, enhancement, support and maintenance of Highland
Spring Group’s core business applications including the ERP solution Infor Syteline,
Kiosk, Sage and other business software.
Reporting directly to the Head of IT the role is a key part of the IT leadership driving
the effective use of IT solutions within the business by reviewing, recommending and
leading the implementation of IT software solutions to better support the business
processes and strategy.
Able to lead key business change projects by providing expertise on project
management best practice alongside owning and driving the application deliverables.
Ensures effectiveness and availability of the applications providing appropriate
support and maintenance for a 24x7x365 operation.
KEY RESPONSIBILITIES AND CRITICAL SUCCESS MEASURES
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Lead, motivate and guide team members in line with company values to maximise
employee engagement and delivery of business objectives.
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Establish successful relationships with key stakeholders; managing their
expectations in delivery of support and enhancements, including leading and
guiding reviews of change, prioritising enhancements and suggesting
improvements to system or process.
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Manage the 2nd and 3rd line support of the core business applications; ensuring
support calls are closed within established SLA targets, system functionality is
maintained in order to ensure alignment with current business priorities and needs,
thorough root cause and preventive measures are implemented for all issues, key
users are supported in training solutions across their teams and function
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Experienced in managing the delivery of system change projects in an efficient
and effective manner utilising recognised methodologies and best practice.
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Define detailed work plans for self and project teams, including resource
allocations and availability, support activities, as well as delivery of new requests
and projects.
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Liaise with business leaders, vendors and suppliers identifying opportunities for
growth and improvement, producing solution designs and proposals to gain
agreement with key stakeholders
SKILLS/QUALIFICATIONS/EXPERIENCE
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Experience of leading and developing teams
Experience managing the delivery, support and maintenance of 3rd party business
application solutions in a manufacturing environment, primarily SQLServer based
ERP.
Best Practice knowledge of Software Development, Project methodology such as
Prince II and ITIL controls
Analytical approach with ability to engage and secure support from key business
leaders
Service delivery mentality with attention on the needs of the customer;
Demonstrate a desire to question processes and efficiency and to seek constant
improvement in the solutions in place and new ideas to support efficiency gains.
Ability to work across organizations and cultures.
Prior experience working within FMCG/drinks sector desirable.
PERSONAL ATTRIBUTES & COMPETENCIES
Strategy
 Identify opportunities to use new and existing technology to support business
strategy and growth;
 Remain at the forefront of emerging industry and technology practices.
Persuading and Influencing
 Excellent communication and team working skills;
 Makes a strong personal impression on others
 Gains clear agreement and commitment from others by persuading, convincing
and negotiating
People and Organisation
 Manage and support direct reports to ensure they are working on correct priorities,
meeting deadlines, delivering business demands against agreed SLA’s and KPIs’,
being challenged, and have the appropriate level of training and support;
 Lead, motivate and develop team members to maximise employee engagement
and enhance service delivery;
 Work across the IT team, proactively sharing knowledge with other team
members and driving increased IT skills throughout thus encouraging an
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environment for team members to contribute to the overall success of IT.
Support and mentor team members’ development and address issues as
appropriate. Ensure PDEs are in place that recognize areas for personal
improvement and provide the training, direction and support that delivers (1)
effective cross-training of skills, (2) development plans aligned with personal and
team goals, and (3) challenging objectives. Ability to successfully partner with a
wide array of technical and non-technical resource both internal and external.
Delivering Results and Meeting Customer Expectations
 Focuses on customer needs and satisfaction
 Individually driven to deliver results. Determined and resilient with ability to
drive service, solutions and excellence through to completion across any
boundaries;
 Works in a systematic, methodical and orderly way
 Consistently achieves project goals
Coping with Pressures and Setbacks
 Works productively in a pressurised environment
 Keeps emotions under control during difficult situations
 Handles feedback well and learns from it
 Balances the demands of a work life and a personal life.
 Maintains a positive outlook at work.
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