Finance Systems Operations Manager

Job Description

What you'll bring to the team

Finance Systems Operations Manager

Location: Basingstoke/Hybrid (open to remote)

Hours: 40 hours per week

Contract: Permanent - Salaried

As a key member of our Group Finance Systems Support Team, you’ll play a vital role in ensuring our core financial systems are maintained and supported to the highest IT standards. This hands‑on, customer‑focused position calls for strong technical expertise, leadership, and excellent communication skills to deliver outstanding 1st, 2nd, and 3rd line support across our finance platforms.

You’ll act as the go‑to expert for complex application issues, providing guidance, training, and technical leadership to the team. With responsibility for system stability and performance, you’ll ensure our business‑critical finance systems remain reliable, secure, and fully operational at all times.

Responsibilities:

• Deliver high‑quality 1st, 2nd and 3rd line support across our finance systems, ensuring issues are resolved efficiently and escalated appropriately.
• Handle support queries across multiple platforms, working within established governance, controls and service standards.
• Own and maintain the Finance Systems Support knowledge base, ensuring documentation is accurate, up to date and shared across the team.
• Use system logs, audit trails and workflow data in NetSuite to diagnose and resolve complex technical issues.
• Act as the key escalation point for operational processes, providing guidance on Incident, Change and Problem Management matters.
• Manage change request cycles — coordinating timings, scope, resources and progress tracking.
• Lead and support members of the Finance Systems Support Team, driving continuous improvement and professional development.
• Assess team capability regularly, mentoring colleagues and recommending training to close skills gaps.
• Make confident, independent technical decisions to safeguard system stability and follow appropriate change governance.
• Build strong relationships with internal stakeholders, offering expert advice and solutions for complex system needs.
• Meet regularly with external suppliers to review performance, outstanding issues and KPIs.
• Keep internal teams aligned through routine meetings, ensuring visibility of ongoing initiatives and upcoming changes.
• Oversee system upgrade testing, securing resources, monitoring progress and escalating or resolving issues as needed.
• Support finance transformation and improvement projects from implementation through to post‑go‑live.
• Collaborate with the wider technology function to enhance the service experience we deliver to the business.
• Champion continuous service improvement across processes, systems and team ways of working.
• Resolve NetSuite “how‑to” queries for a variety of business functions.
• Create and refine saved searches and reports to support business insight and decision‑making.
• Embrace new finance systems, contributing to their rollout, adoption and support.
• Provide cross‑team cover to maintain seamless support across all finance systems.

Qualifications & Experience

• Ability to demonstrate a strong track record as a NetSuite administrator dealing with technical issues.
• Experience of NetSuite roles, permissions, scripting, dashboards and reports.
• Experience using a ticketing/helpdesk tool such as ServiceNow.
• Implement and manage integrations with other systems.
• Ability to communicate effectively via telephone, in person and email with customers spanning multiple regions and time zones.
• Ability to hit KPIs/SLAs.
• Ability to build and develop relationships with internal customers.
• Confident, organised and a natural problem solver.
• Ability to prioritise and work on multiple projects in a fast-paced, changing environment.
• A positive attitude, willing to jump in and tackle new challenges.

Desirable

• 3+ years’ experience on NetSuite; General Ledger, Accounts Payable, Purchasing, Accounts Receivable, Inter-company, Projects, Timesheets, Fixed Assets.
• Experience of Kyriba, Docupeak, Concur, Coupa
• 2+ Finance Accounting knowledge
• Leadership experience is desirable

Benefits

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 33 days holiday (including bank holidays)
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive