Epos Systems Support Manager

The EPOS Systems Support Manager is responsible for the operational ownership, development and continuous improvement of the Food, Beverage and Retail EPOS System and technology landscape.

The post holder will act as the subject matter expert for our retail technology systems, including EPOS, payment solutions, loyalty platforms, reporting systems and associated integrations. They will be responsible for ensuring service reliability, driving system enhancements, delivering technology improvement projects and maximising the value of retail technology investments across the department.

Working closely with operational managers, suppliers, IT Services and external partners, the post holder will identify opportunities to improve customer experience, operational efficiency, data quality and commercial performance through the effective use of technology and business intelligence.

The role will provide specialist technical leadership for retail systems, supporting over 40 outlets and more than 90 EPOS devices while ensuring compliance with relevant security, PCI DSS and University standards.

The post holder will lead the delivery of retail technology projects and system developments, co-ordinating resources across multiple stakeholders to ensure successful implementation and adoption of new technologies and processes.

Main Duties:

- Act as the lead specialist and primary point of expertise for all Food, Beverage and Retail technology systems.
- Take operational ownership of the EPOS platform and associated systems, ensuring service availability, performance and continuous improvement.
- Develop and maintain system enhancements and technology improvements in consultation with key stakeholders.
- Lead the implementation, testing and deployment of new functionality, integrations and system upgrades.
- Monitor system performance to identify service improvement opportunities and implement solutions.
- Ensure all retail systems remain aligned with University standards, security requirements and business objectives.
- Evaluate emerging technologies and recommend improvements that enhance operational efficiency and customer experience.
- Lead the administration and optimisation of cloud-based retail technology platforms and associated services.
- Foster a fair and equitable workplace for all staff.
- Identify and respond to equality and diversity issues in line with relevant university policies and procedures.
- Support the University's sustainability agenda through resource efficient working.
- Any other duties commensurate with the grade.

Required Knowledge, Skills, Qualifications and Experience:

- Educated to Degree level (or equivalent qualifications) or relevant technical qualification and relevant experience; where no equivalent qualification is held, extensive proven practical and technical experience in a similar role will be required.
- PCI DSS SIG qualification would be advantageous.
- Knowledge of EPOS, retail technology and payment systems within a complex operational environment.
- Understanding of PCI DSS principles.
- Knowledge of cloud-based platforms, systems integrations and retail technology infrastructure advantageous.
- Working knowledge of IT service management principles and best practice.
- Excellent analytical and problem-solving skills with the ability to identify solutions to technical and operational problems.
- Excellent stakeholder management and relationship-building skills.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
- Effective planning, prioritisation and organisational skills.
- Ability to manage multiple priorities and competing deadlines.
- Strong influencing skills with the ability to secure stakeholder engagement and support.
- Ability to work independently and use initiative whilst contributing effectively as part of a wider team.
- Experience supporting and administering EPOS technology.
- Experience delivering technology projects, system implementations and service improvement initiatives.
- Experience gathering business requirements and translating these into technical solutions.
- Experience of working with multiple stakeholders across operational and technical environments.
- Experience of supporting business change and user adoption activities.
- Extensive proven practical experience in a relevant scientific, technical or IT specialism.
- Evidence of literacy and numeracy, with the ability to write clearly, and to analyse information and data.
- Knowledge of the protected characteristics and duties under the Equality Act 2010, including fostering good relations and advancing the University's Public Sector Equality Duty (PSED).

Benefits:

- 40 days paid holiday per year.
- One paid day per year for volunteering.
- Occupational sick pay.
- Pension scheme.
- Three high quality subsidised day nurseries.
- Access to the Birmingham Professional development programme.
- State-of-the-art sports centre with pool, shops, places to eat and drink, art gallery, museum and botanical gardens on campus.
- Excellent transport links including main bus routes and an on-site train station.