About the position
The Senior Systems & IT Manager is responsible for the operation, optimisation, and development of the company's IT and business systems. This role balances day-to-day management of IT operations with the implementation of automation and digital improvement projects including all aspects of our ERP system beginning to end. Reporting to senior leadership, the role provides technical leadership, vendor management, and project delivery, while also ensuring business systems are reliable, secure, and fully aligned with operational needs. This position is ideal for an IT professional who is both hands-on and strategic, capable of leading projects, mentoring junior staff, and driving technology-enabled efficiency improvements.
Desired Skills:
- Experience managing ERP/WMS systems
- Microsoft 365
- and IT support teams.
- Strong understanding of automation and BI tools (e.g.
- Power BI).
- Project management certification (PMP
- PRINCE2
- or equivalent).
- Exposure to AI-powered tools (chatbots
- RPA
- predictive analytics).
- Manufacturing
- warehousing
- or supply chain industry experience.
Desired Qualification Level:
- Degree
About The Employer:
Degree or diploma in Information Technology, Computer Science, or related field.
Systems & Application Management:
- Manage and optimise all current and new core systems.
- Oversee integrations between ERP, WMS, and accounting platforms to ensure accurate data flow.
- Ensure system uptime, security, and compliance.
IT Operations & Support Leadership:
- Supervise IT support staff and provide escalation point for complex issues.
- Manage daily IT operations, including network reliability, user access, and security.
- Ensure incidents and service requests are resolved within SLA.
Digital Improvement & Automation:
- Identify and implement process improvements using automation tools and AI features (e.g., Power BI predictive analytics, Freshdesk AI ticket routing).
- Support automation of stock reconciliations, reporting, and payroll tasks.
- Assist leadership in evaluating new technologies for efficiency gains.
Data & Reporting
- Maintain data integrity across ERP/WMS/Payroll systems.
- Develop operational dashboards and KPI reports for managers.
- Train staff in system use and reporting best practices.
Vendor & Stakeholder Collaboration
- Manage IT vendor relationships, contracts, and SLAs.
- Work with warehouse, finance, and sales teams to ensure systems support business needs.
- Provide input into IT budgets and project plans.
Key Performance Indicators (KPIs):
Area & KPIs
System Uptime -Maintain 99%+ uptime across all systems
Ticket Resolution -90% of issues resolved within SLA
Automation Projects -Deliver at least 2 automation/digital improvements annually
Data Accuracy - >97% accuracy across ERP/WMS
User Satisfaction- >80% satisfaction in IT support surveys
Training -100% of staff trained on new systems within 4 weeks of rollout
Cost Efficiency -Deliver IT operations within budget.
Ideal Personality Traits
- Balanced Thinker- Equally comfortable with hands-on work and higher-level planning.
- Problem-Solver- Focuses on practical solutions that improve efficiency.
- Strong Communicator- Explains IT solutions clearly across technical and non-technical teams.
- Team Leader -Able to supervise, coach, and motivate junior staff.
- Analytical - Uses data and reporting to guide decision-making.
- Adaptable - Comfortable with both routine operations and new projects.
Technical & AI Knowledge Base:
ISYNC / SYNC B2B ERP - order processing, data reporting, integration.
Freshdesk - ticketing, automation workflows.
Sage Evolution - financial integration and reporting.
Gina Connect - internal communication management.
Granite WMS - stock control and scanning processes.
Microsoft 365 & Power BI - automation, dashboards, and reporting.
VIP Payroll - payroll system support.
Cybersecurity basics - endpoint protection, data security compliance.
