Senior Director, Business Systems

Crisis24•Annapolis, MD

5d•$175,000 - $215,000•Hybrid

About The Position

Crisis24 is looking for a Senior Director, Business Systems to take business ownership of the systems Crisis24 runs on. The role sits within the business rather than within IT and is accountable to the functions that these systems use day to day — you will be measured on whether our systems and processes make it easier for our commercial, operational, HR and finance teams to do their work. You will build the internal subject-matter expertise that allows Crisis24 to support and develop these systems. You will work hand in hand with our IT and Salesforce Platform teams, who bring the architecture, configuration, technical delivery, integration and security expertise the work depends on. The division of responsibility is straightforward: IT Solutions and the Salesforce Platform team provide access support, solution scoping and implementation; once a system or process is live, this role owns its maintenance and ongoing enhancement on behalf of the business. Alongside system ownership, this is a heavily project-based role. You will run relevant business-facing project portfolios, including the applicable systems and process workstreams arising from post-acquisitions and integration activity. If you enjoy taking ambiguous, cross-functional and complex programs to their conclusion, this role will suit you.

Requirements

Ten or more years' experience in business systems, business operations, sales or revenue operations, or business transformation, including at least five years in a leadership role with genuine project and program accountability, and at least three years managing direct reports.
Demonstrable ownership of enterprise business systems from the business side rather than the technical side, held in-house as the accountable product owner or system owner of a platform serving several hundred or more users. Strong Salesforce experience is essential, including Sales Cloud and CPQ. Given the breadth of this portfolio, experience across a wider application estate — HCM and payroll, expense management, ERP, work management, or scheduling and timekeeping — carries equal weight.
A track record of delivering enterprise system implementations, migrations and consolidations end to end — including data migration, UAT, defect management, cutover and hyper-care — and of systems and business-process integration following significant organizational change such as acquisition, merger or re-platforming, with an understanding of how much of that work is process, data and people rather than technology.
Substantial evidenced project and program management capability: running concurrent multi-workstream programs to a plan and a budget, with external delivery partners, using recognized methods (Agile, waterfall or hybrid as the work demands).
Experience building internal capability — SME networks, documentation, training, support models — and deliberately reducing dependency on external partners.
Credible stakeholder management with senior commercial, operational and finance leaders across multiple geographies.
Commercial and contractual literacy: statements of work, license models, renewals, and vendor negotiation.
Analytical rigor and genuine comfort with detail — requirements, test scripts, defect triage, data reconciliation — alongside the ability to summarize clearly for an executive audience.
Genuine curiosity about AI in enterprise applications, with the commercial judgment to separate capability from marketing — and a willingness to sponsor pilots, measure them properly, and stop the ones that do not work.
Bachelor’s degree in business, Information Systems, Finance or a related discipline, or equivalent experience.

Nice To Haves

Experience in a multi-entity, multi-currency international group, ideally one that is acquisitive.
Experience in security, protective services, risk management, travel risk or a comparable B2B services business.
Salesforce certifications (Administrator, Sales Cloud Consultant, CPQ Specialist).
Exposure to data platforms and warehousing (for example Snowflake) and to integration or automation tooling.
Hands-on experience evaluating or deploying AI features within enterprise platforms (for example Agentforce, Microsoft Copilot, or native AI in HCM or ERP systems).
Formal project or program management certification (PMP, PRINCE2, MSP, Agile or Scrum).
MBA or comparable postgraduate qualification.

Responsibilities

Business ownership of the application portfolio: Act as the accountable business owner for Crisis24's business application estate — including but not limited to Dayforce, Concur, NetSuite, Asana, and our scheduling and timekeeping platforms, together with the surrounding contracting and billing tooling — setting the roadmap, prioritizing the backlog and making the trade-off calls on behalf of the business, alongside the functional process owners.
Salesforce process improvement: Own the business process, requirements and improvement roadmap across Salesforce, and lead the Salesforce improvement project portfolio. The Salesforce Platform team owns platform configuration, build and technical delivery; you own what the business needs, why, in what sequence, whether the delivered result works in practice, and — once live — the maintenance and ongoing enhancement of the processes it supports. The two roles operate as close and equal partners.
Ownership after go-live: Take ownership of business systems and the processes they support once they are live. Day-to-day maintenance, declarative configuration, reporting and dashboards, user administration and basic enhancements sit with you and your team, so that the business is not dependent on a technical queue for routine change. Work requiring code, integration change, or change to the data model or security architecture is scoped and delivered by IT Solutions or the Salesforce Platform team, against a threshold agreed jointly and reviewed periodically.
Develop in-house subject-matter expertise: Enable a sustainable internal support model: named business SMEs across each function and system, documented processes and configuration decisions, training material, a triage and escalation route, and a deliberate plan to reduce reliance on third parties.
Project and program management: Lead the relevant business-facing project portfolio — business case, scope, plan, resourcing, budget, RAID log, stage gates, UAT, cutover, go-live, hyper-care and benefits realization — with clear reporting to senior stakeholders and early escalation of risk.
Acquisition and integration workstreams: Own the business-process integration of acquired businesses: process harmonization, consolidation, and the decommissioning of legacy platforms, coordinated across Finance, Sales, Operations and IT as required.
Requirements and process design: Work directly with the business to understand how it actually operates, challenge where a process should change rather than be replicated in a new system, and translate the outcome into clear, testable requirements that a delivery partner can be held to.
Partnership with IT and the Salesforce Platform team: Build strong, trusting working relationships with Crisis24 and GardaWorld IT and with the Salesforce Platform team. IT Solutions provides access support, solution scoping and implementation; you provide a single, accountable business voice that arrives with specified, prioritized and tested requirements, rather than leaving technical teams to interpret demand from individual users. Work within established governance and change-control frameworks, hold business accountability for the outcome, and be the point at which business need and technical capability are brought together.
Vendor and partner management: Manage implementation partners and software vendors — scoping statements of work, challenging estimates and resource models, holding partners to account, running the business review cadence, and managing license commercials and renewals with Finance.
Adoption, change and communications: Own user adoption. Plan and deliver the stakeholder communications, training, readiness checks and post-go-live support that turn a technically successful release into a genuinely adopted one.
AI-enabled capability across the estate: Actively explore where AI can create real value in the systems you own — the native and emerging AI capabilities in Salesforce, Dayforce, Concur, NetSuite and Asana, as well as opportunities that span them — working hand in hand with our Director, AI & Automation. You will identify the use cases worth pursuing, sponsor pilots from the business side, judge honestly which ideas earn a place in production and which do not, and own the process redesign, data quality and change management that determine whether an AI capability actually delivers.
Continuous improvement and automation: Identify and deliver process simplification and workflow automation across the estate, in partnership with the AI & Automation function and the wider Integration & Optimization team, so that improvement is continuous rather than confined to major projects.
Team leadership: Lead and develop the Business Systems team, setting standards for delivery discipline, documentation and business partnering.