Senior Director, Business Systems

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.

At Crisis24, we don't just offer jobs – we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk.

More information is available at https://www.crisis24.com/careers

Who We Are Looking For 

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. 

What You Will Work On 

• 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. 
• ontinuous 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. 

What You Will Bring 

Essential 

• 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. 

Preferred 

• 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. 

Work Environment and Physical Demands 

• Predominantly office- or home-office-based, using standard office equipment; prolonged periods of desk and screen work. 
• Approximately 20% of travel required regular domestic travel to Crisis24 locations, with occasional international travel to Crisis24 offices and acquired businesses. 
• Extended hours will be required around cutover weekends, go-live events, and critical project milestones, including occasional evening and weekend working across US and European time zones. 
• Must be legally authorized to work in the United States. 

Information Security

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.