Business Systems Manager

About the role

Emirates is looking for a Business Systems Manager to lead the design, implementation and optimisation of IT systems that support its retail and contact‑centre operations worldwide. The role will act as the senior subject‑matter expert for the assigned functional domain and will work closely with Emirates IT and external vendors.

Key responsibilities

• Analyse and document current and future business technology needs, translating them into system requirements.
• Manage the end‑to‑end lifecycle of system enhancements – from proposal and testing to rollout and post‑implementation support.
• Coordinate user testing schedules, involving a broad user base (including outstations) to ensure quality and timely delivery.
• Monitor system performance against commercial demands and drive resolution of any instabilities within agreed SLA levels.
• Develop and maintain system usage procedures, user manuals and online help to ensure consistent adoption across the organisation.
• Oversee the department’s IT investment from a business perspective, focusing on efficiency, ROI, process automation and cost savings.
• Provide business‑help‑desk support, user training and promote system usage within the user community.

Required profile

• Proven experience managing business‑critical IT systems in a large, multi‑site environment.
• Strong analytical skills with the ability to translate business needs into technical specifications.
• Excellent stakeholder management, working with business units, IT teams and external vendors.
• Ability to lead user testing, manage rollouts and ensure compliance with SLA commitments.
• Experience in developing documentation, training material and promoting system adoption.

Required skills