I'm working with a growing organisation who are looking for a hands-on Business Systems Implementation Manager to lead the delivery and implementation of their core business systems, ERP, CRM and Field Service across the business.
This is a delivery role first and foremost. You'll be close to the detail: configuring, project managing and embedding solutions, not overseeing them from a distance. Reporting to the IT Director, you'll act as the conduit between the business divisions and the central IT Team, understanding divisional strategy, shaping the systems roadmap, and then rolling up your sleeves to scope, configure, deliver and embed the work.
The current core platform is Microsoft Dynamics 365 (including Field Service and CRM), so deep, hands-on Dynamics 365 implementation experience is essential. This is a platform-agnostic role. Over time, as the estate evolves, you may be asked to implement and integrate other ERP, CRM and business systems, so transferable implementation and delivery expertise is valued alongside product depth. There's genuine scope to grow into a broader delivery or programme leadership position as the systems estate expands.
Key Responsibilities
Hands-On Implementation & Delivery
- Lead the hands-on implementation of ERP, CRM and Field Service systems across the business from scoping and configuration through to go-live and embedding. Configure and tailor business systems alongside functional consultants and developers, contributing directly to solution design and building/validating configuration against business requirements
- Work hands-on with integration and automation tooling to connect systems and streamline processes
- Manage application acceptance from development and transition to live, ensuring a successful handover to IT support
- Facilitate workshops, run user acceptance testing, and deliver training to embed new functionality across the divisions
Project Delivery & Governance
- Lead and manage projects from initiation through delivery with appropriate governance, ensuring delivery on time, on budget and to quality
- Follow the project stage-gate governance processes, maintaining appropriate project controls and documentation (Mandate, Business Case, RAID, Plan, etc.) - Manage project budgets, track actual costs against budget, and coordinate resource allocation across internal teams and vendors
- Provide regular (weekly/monthly) project reporting on progress, risk, cost and quality
Stakeholder & Vendor Coordination
- Work closely with divisional teams and senior IT leadership to understand requirements, feeding implementation realities and options back into roadmap and planning decisions - Help shape the delivery schedule for agreed systems work, managing throughput across internal and external development teams to keep implementations moving - Coordinate with business product owners, internal IT and external vendors to deliver implementations, working within agreed priorities and roadmap
- Manage stakeholders across the divisions through matrix management and influence, confidently pushing back and resolving conflict where priorities clash, while maintaining professional working relationships
- Act as an escalation point for critical service issues, helping identify priorities and risks during major incidents
What We're Looking For
- Minimum 5 years' experience in IT project management, systems implementation, delivery, business analysis or similar roles
- Extensive, hands-on experience implementing Microsoft Dynamics 365 (Field Service and/or CRM): this is essential, not desirable
- Implementation experience gained outside of an in-house Microsoft rollout (e.g. consultancy, partner or end-user side) is preferred
- Demonstrable hands-on experience implementing business systems (ERP, CRM and/or Field Service) end to end, comfortable configuring and building solutions, not just overseeing them
- Proven track record in project and programme governance, including matrix management
- Experience managing relationships with third-party vendors and external development teams
- Strong change management capabilities and the ability to engage with and understand business requirements
- A confident, resilient communicator who can resolve conflict and push back professionally when priorities or requirements are challenged
- A passion for driving operational improvements and efficiency gains
Desirable
- Exposure to more than one ERP/CRM platform, with transferable implementation skills across systems
- Project management certification (PRINCE2, PMP, Agile or equivalent) and/or relevant systems certifications
- Experience in professional or technical services environments
- Familiarity with agile delivery methodologies
