About this role
We are looking for a dynamic, motivated, and hard-working NetSuite Support & Functional Manager to join the Business Systems team. The role will report directly to the Head of Business Systems and will play a key role in leading the organization’s global NetSuite support capability, while also acting as the senior technical escalation point for complex system issues. The role manages a globally distributed NetSuite support team, with team members currently located across multiple regions including Manila, Colombia and other locations as the team evolves. This role combines NetSuite expertise, team leadership, and operational governance, requiring a strong hands-on NetSuite professional who can both resolve complex support issues and guide a team of analysts supporting the platform. The NetSuite Support & Functional Manager will take ownership of the day-to-day support operations of NetSuite ERP across the organization, ensuring support tickets are prioritized effectively, issues and queries are resolved efficiently, and system performance continues to meet business needs. In addition to managing support operations, the role will also participate in the triage and governance of change requests, working with the Head of Business Systems, Business Systems Architect and PMO to review proposed system changes, assess business and cross-system impacts, and ensure appropriate approval routes and change management processes are followed. The role will lead the NetSuite support team while also working directly on complex cases, system investigations and configuration troubleshooting. In addition to resolving escalated issues, the NetSuite Support & Functional Manager will help improve support processes, monitor operational KPIs, maintain documentation, and ensure the organization continues to make effective and controlled use of the NetSuite platform. Lead and manage the global NetSuite Support team of six, located across multiple regions, including regular 1-to-1 meetings, performance management, coaching and career development. Ensure workloads are balanced and the team remains focused on the highest-priority support issues. Coordinate support coverage across time zones, ensuring the team provides effective and responsive NetSuite support to a global user base. Act as the senior technical escalation point for NetSuite, providing hands-on support for complex system issues, troubleshooting configuration problems, analyzing transactions and supporting the resolution of high-priority incidents. Remain technically hands-on (approximately 50%), working directly on NetSuite support cases, system investigations and configuration troubleshooting where deeper expertise is required. Own full operational responsibility for the NetSuite support ticket queue, ensuring requests are correctly classified, prioritized and progressed, backlog levels are actively managed, and the team responds to users in a timely and structured manner. Monitor and manage support KPIs, including ticket volumes, response times, resolution times and backlog levels, and propose improvements to KPIs and support workflows where needed. Ensure clear governance of ticket types, including correct classification of BAU support issues, configuration changes and formal change requests, and ensure appropriate approval routes and processes are followed. Participate in the triage of system change requests as part of the Business Systems change review group (working with the Head of Business Systems, Business Systems Architect and PMO). Assess requests for business impact, cross-system implications, stakeholder involvement and prioritization, and help determine appropriate ownership, approval routes and implementation approach. Work closely with the Head of Business Systems, ensuring key issues, risks and recurring problems are escalated promptly and that major decisions or escalations outside the team are aligned and coordinated. Collaborate with Finance, Commercial, Operations and IT teams to ensure NetSuite continues to support business processes effectively. Identify recurring system issues or operational inefficiencies and propose improvements to system configuration, support processes or documentation. Create, maintain and continuously improve operational procedures, support documentation and knowledge base articles to ensure consistent support practices across the team. Coordinate knowledge sharing and training across the support team, helping develop NetSuite capability within the team and ensuring knowledge is distributed rather than concentrated in individuals.