Business Systems and Change Manager
Job Description
Job Title: Business Systems and Change Manager
Location: The Meadows, Camberley/Hybrid
Brand: LRG
Salary: Competitive
About Us:
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities
The Business Systems & Change Manager leads governance-light, outcome-focused change across LRG business systems, ensuring stability, support quality, and operational readiness. The role bridges Business Systems, Technology, Service Desk, operational teams, suppliers, and senior stakeholders to deliver controlled change without slowing the pace of the business.
Key Responsibilities:
Application Support
Own 2nd-line business application support and act as escalation for issues, risks, and defects.
Maintain platform knowledge across CRM, workflow, ticketing, reporting, integrations, and key third-party apps.
Improve Service Desk hand-offs, categorisation, queue ownership, and resolution quality.
Ensure SOPs, runbooks, playbooks, and knowledge articles are current and used.
Change Delivery
Operate an end-to-end change route: capture, assess, prioritise, test, release, communicate, and review.
Apply proportional control: standard, minor, significant, major—without slowing low-risk activity.
Maintain forward view of supplier releases, configuration, projects, and readiness dependencies.
Prepare release packs and communications where required.
Process & Service Improvement
Standardise and simplify cross-team processes; align to incident, request, problem, change, and knowledge practices.
Tackle root causes of recurring issues and address ownership and training gaps.
Promote a single route for business system requests and changes where appropriate.
Projects and Operational Change
Plan and deliver business system changes from initiation to adoption: requirements, UAT, training, comms, go-live readiness.
Assess impacts across people, process, systems, data, reporting, compliance, suppliers, and customer experience.
Track risks, issues, dependencies, and decisions; escalate early to protect outcomes.
Supplier & Third-Party
Manage tickets, defects, releases, development items, and roadmaps with suppliers.
Assist in ensure supplier-led change is impact assessed, evaluated, and communicated.
Coordinate supplier involvement in incidents, releases, and service improvement.
Support commercial, security, and data protection considerations related to change/integrations.
Training, Adoption, Communications
Produce training materials, user guides, release notes, and support packs.
Work with business champions and leaders to drive adoption and consistency.
Gather post-change feedback and embed lessons learned
What are we looking for:
Essential
Background in Business Systems, Change Management, Application Support, Service Management, or Business Analysis.
Proven delivery of system changes from request through assessment, testing, communication, release, and adoption.
Strong grasp of incident, request, problem, change, and knowledge practices.
Supplier/partner management and escalation experience.
Clear communicator across operational and senior audiences; strong stakeholder management.
Documentation skills: SOPs, runbooks, requirements, impact assessments, process maps, user guidance.
Analytical, organised, able to balance pace with control and service quality.
Desirable
Property/lettings/estate agency or multi-site operational experience.
Experience with Reapit or comparable CRM/business-critical platforms.
Familiarity with Jira/JSM, Freshdesk, or similar ITSM tools.
Experience with acquisitions, migrations, rollouts, or transformation.
Awareness of APIs, integrations, data flows, reporting, and automation.
What we can offer you:
Proven track record for career growth and advancement within the company
Market leading training and ongoing professional development
Supportive and collaborative team environment
Benefits:
Competitive Salary Package
Quarterly and yearly awards
Salary sacrifice pension scheme
Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.