Service Desk Manager (Business Systems)

Description At System C, we build technology that helps improve outcomes across health and social care. Behind the scenes, our corporate systems need to be reliable, secure and easy to use - and that relies on great people leadership as much as great platforms. We're looking for a Service Desk Manager, known internally as Business Systems Manager, to lead and develop our Business Systems team, taking day-to-day operational ownership of our business systems portfolio. Your focus will be delivering excellent business-as-usual (BAU) services: meeting SLAs/OLAs, reducing incidents, strengthening controls, and continuously improving how colleagues experience our systems. You'll act as the operational bridge between IT and business functions such as Finance, HR and Operations, balancing service resilience with changing business priorities. What You'll Be Doing This is a hands-on leadership role where you'll set direction, remove blockers, and build a high-performing team. You will:

• Lead, coach and develop the Business Systems team, creating clarity on ownership, standards and ways of working
• Build a culture of accountability, collaboration and continuous improvement, supporting the team to thrive in a fast-changing environment
• Own BAU service performance across business systems: availability, reliability, and compliance with SLAs/OLAs
• Define, track and actively manage team KPIs (incident volumes, time to resolution, service health, user experience)
• Ensure strong incident, request and problem management, driving root-cause elimination and preventing repeat issues
• Manage vendor performance, contracts and licensing, holding suppliers to account while keeping relationships constructive
• Govern change activity (upgrades, releases and integrations) to minimise risk to live services
• Ensure systems operate securely and compliantly, supporting audit and data governance requirements
• Provide clear reporting to senior stakeholders on system health, performance trends, risks and improvement plans

What We're Looking For

• Proven experience leading a team supporting enterprise business systems, with clear SLA/KPI accountability
• Strong service delivery mindset (ITIL-aligned approaches welcomed) and confidence prioritising in ambiguity
• Excellent stakeholder management - able to translate operational issues into clear options and trade-offs
• Experience managing enterprise SaaS platforms across HR, finance, and CRM, including ownership of third-party support and service contracts.
• Working knowledge of integrations, data governance and security best practice

If you enjoy leading people, stabilising services, and making continuous improvements that colleagues genuinely feel - apply today .