Director, Enterprise Business Systems

Anticimex

About The Position

The Director, Enterprise Business Systems is responsible for the implementation, administration, optimization, and strategic evolution of Anticimex North America's (AxNA) enterprise business application portfolio. This role serves as the senior owner of core enterprise solutions including Workday HCM, Microsoft Dynamics 365 Finance & Operations, contact center solutions, CRM systems, and other supporting enterprise business applications — ensuring these solutions are stable, scalable, efficient, and aligned with business strategy. The Director plays a critical part in supporting M&A integration activities by collaborating with the PMO, HR, and Finance to configure HRIM systems, execute data migrations, and onboard acquired companies onto AxNA's enterprise application suite. The Director leads a team of enterprise business system administrators and manages an outsourced offshore service desk, ensuring the full spectrum of business systems support — from self-service ticket resolution to complex escalations — is delivered at defined SLAs and quality standards. This position partners closely with business stakeholders, external vendors, the Solution Delivery and Enterprise Architecture teams, and the broader IT organization to translate functional requirements into scalable enterprise solutions and drive continuous improvement across the application portfolio. Candidates with experience in pest control, field services, or operations-driven service industries and familiarity with industry-specific solutions will be strongly preferred.

Requirements

Bachelor's degree in Information Systems, Business Administration, or a related field preferred; equivalent combination of education and experience will be considered.
6–8 years of progressive experience in business systems management, project management, enterprise application ownership, or ERP/HCM systems leadership, with at least 2 years in a senior or director-level role.
Demonstrated hands-on experience with two or more of the following enterprise solutions: Workday HCM, Microsoft Dynamics 365, PestPac or similar field service/industry CRM, or contact center/telephony solutions; familiarity with a broad portfolio of supporting enterprise applications is a plus.
Experience supporting M&A activities including HRIM configuration, data migration, multi-system cutover planning, and enterprise solution onboarding.
Prior experience managing a service desk function, including SLA management and ITSM configuration.
Demonstrated experience building and leading teams of administrators or analysts, managing priorities across multiple concurrent workstreams, and influencing cross-functional stakeholders and executive leadership without direct authority.
Strong functional knowledge of HR, Finance, or Operations business processes as they relate to enterprise systems configuration, optimization, and recurring business cycle support.
Ability to translate business requirements into scalable enterprise solutions and communicate technical concepts clearly to non-technical stakeholders.
Proficiency with the Microsoft 365 ecosystem (Teams, SharePoint, Power Platform) and familiarity with ITSM/ticketing tools (e.g., Freshservice, Jira, or similar).
Working knowledge of data migration practices, system integration patterns, and release management processes.
Strong organizational and strategic planning skills with the ability to manage competing priorities in a fast-paced, acquisition-driven environment.

Nice To Haves

Experience in pest control, field service, home services, or similar multi-location, operations-driven service businesses is strongly preferred; familiarity with industry-specific solutions such as PestPac or similar field service management systems is highly valued.
Workday HCM or equivalent enterprise solution credentials are a plus.

Responsibilities

Enterprise Solution Implementation, Administration & Optimization Lead the implementation, configuration, and ongoing administration of enterprise business solutions including Workday HCM, Microsoft Dynamics 365 Finance & Operations, contact center solutions, CRM systems, and other supporting enterprise applications across the AxNA portfolio — from initial deployment through steady-state operations.
Lead system enhancements, upgrades, and release management activities in coordination with vendors, administrators, and business stakeholders.
Identify and drive opportunities for process improvement, automation, integration, and system consolidation in partnership with the Solution Delivery and Enterprise Architecture teams, and in collaboration with the IT Strategy Council.
Maintain system documentation, configuration records, and change management logs in compliance with IT governance standards; develop and maintain SOPs to support consistent operations, knowledge transfer, and service continuity.
Business Process Support & Administration Beyond solution implementation and administration, the Director and team are responsible for supporting and actively engaging in recurring business processes that rely on enterprise solutions — with a primary focus on HR-driven processes.
This includes owning the system setup, configuration, and processing activities that enable business operations throughout the year, such as: Annual and recurring HR cycle processes including benefits open enrollment, merit and compensation planning, performance management, and employee engagement (eNPS) programs.
Ongoing employee lifecycle data processing to support onboarding, offboarding, organizational changes, and workforce transactions.
Learning Management System (LMS) administration and user management.
Other recurring operational and administrative processes across HR, Finance, and business functions that depend on enterprise solution configuration and execution.
M&A Integration & Onboarding Partner with the PMO, HR, Finance, and Operations leadership to support M&A-related system activities including HRIM configuration, employee data uploads, and organizational hierarchy setup and cutover planning.
Lead technical onboarding of acquired companies onto AxNA's enterprise application suite, managing timelines, data integrity, and stakeholder communication throughout the integration lifecycle across HR, Financial, CRM, and other enterprise solutions.
Develop and maintain repeatable playbooks and templates for M&A system integration to accelerate future acquisition onboarding.
Service Desk & Ticket Management Own and manage the full scope of enterprise business systems support, including direct ticket handling by the internal administrator team via self-service request portals, as well as Level 1 coverage provided by a supplemental outsourced offshore team to extend support breadth and time zone coverage.
Establish and maintain ITSM capabilities for the team, including ticket categorization, routing logic, service catalog design, and intake processes to ensure requests are triaged and resolved efficiently regardless of entry point.
Oversee the performance of the outsourced offshore service desk, ensuring the team is properly trained, equipped with a current knowledge base and SOPs, and provided with clear direction on call handling, escalation procedures, and service standards.
Establish and report on key performance metrics (ticket volume, resolution time, CSAT, SLA compliance) across both the internal and offshore teams to ensure service delivery aligns with business expectations.
Maintain vendor relationship management for the offshore service desk provider, including SLA monitoring, escalation management, and quality assurance.
Team Leadership & Development Directly manage and mentor a team of enterprise business system administrators, providing day-to-day direction, performance feedback, and professional development support.
Define team priorities, allocate workload, and ensure capacity is aligned with project and operational demands.
Foster a collaborative, service-oriented team culture with a strong commitment to quality, responsiveness, and continuous learning.
Stakeholder Engagement & Governance Serve as a trusted advisor to business stakeholders in HR, Finance, Operations, and Customer Experience on matters related to enterprise application capabilities and roadmap.
Lead requirements gathering, solution design, and prioritization conversations with functional leaders to ensure application investments deliver measurable business value.
Participate in IT governance processes including change advisory board (CAB) reviews, release planning, and enterprise solution roadmap discussions.
Participate in business reviews with key solution vendors to assess performance, roadmap alignment, and strategic fit.