Purpose of the Position
World Bicycle Relief is seeking a hands-on Manager, IT & Business Systems to support and improve the technology, business systems, data flows, and user support infrastructure that enable WBR's global operations.
This role is responsible for keeping day to day technology services reliable while helping WBR strengthen its business systems, improve data quality and accessibility, support system integrations, manage technology vendors, and responsibly leverage automation and AI tools. The Manager will serve as both a practical problem solver and a trusted partner to teams across the organization.
Success in this role requires someone who can balance immediate user support needs with longer term systems improvement. The ideal candidate is organized, service oriented, technically capable, comfortable working across functions, and able to translate technology needs into practical solutions that help WBR operate more effectively.
Job Responsibilities
IT Operations and User Support
Manage WBR's day-to-day technology operations, including user support, ticketing, onboarding, offboarding, access administration, Microsoft 365 support, device coordination, and routine troubleshooting. Ensure technology issues are tracked, prioritized, resolved, and documented in a timely and service-oriented manner.
Business Systems and Integrations
Support and improve WBR's core business systems by partnering with teams to understand needs, reduce manual processes, improve workflows, and strengthen how systems connect. Manage routine integrations, APIs, automation, and data exchange needs where practical, while coordinating external support for more complex system improvements.
Data, Reporting, and AI Enablement
Help improve the quality, accessibility, and usefulness of organizational data. Support reporting, dashboards, data validation, future data warehouse efforts, and practical use of approved AI tools and connectors across functions. Help teams use data, automation, and AI responsibly to improve productivity, analysis, communication, and decision making.
Security, Privacy, and Technology Governance
Maintain practical technology controls and documentation that reduce organizational risk. Support WBR's CIS Controls based security framework, access controls, data protection practices, business continuity planning, GDPR related activities, Data Processing Agreements, Data Transfer Agreements, vendor reviews, and responsible AI governance in partnership with legal, privacy, security, and external advisors as needed.
Vendor, Partner, and Process Management
Manage technology vendors, consultants, and external partners through clear expectations, documentation, follow up, and accountability. Ensure critical systems, support processes, integrations, and technology decisions are documented and sustainable, reducing dependence on any single individual, vendor, or undocumented process.
Leadership and Culture Expectations
The Manager, IT & Business Systems will model and strengthen World Bicycle Relief's values by:
- Demonstrating relentless learning and curiosity about how technology, data, automation, and AI can help WBR work smarter and deliver greater impact.
- Building trusted partnerships across functions and geographies by helping colleagues effectively use technology and data.
- Engaging colleagues with humility, respect, and empathy, recognizing that technology is most effective when it serves people and practical operational needs.
- Demonstrating integrity, sound judgment, accountability, and stewardship in managing systems, information, AI tools, and technology resources.
- Driving continuous improvement by identifying opportunities to strengthen systems, improve information flow, reduce manual effort, and build sustainable solutions.
Requirements
- Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or a related field, or equivalent practical experience.
- 5 to 10 years of progressively responsible experience in IT operations, business systems, technology support, systems administration, or related roles.
- Experience managing user support, ticketing, access administration, onboarding, offboarding, and day to day technology operations.
- Experience administering and supporting business systems or core technology platforms.
- Experience with Microsoft 365 or similar collaboration and productivity environments.
- Experience supporting system integrations, APIs, data exchange processes, or automation tools, including the ability to troubleshoot basic integration issues.
- Experience managing technology vendors, consultants, or external service providers.
- Strong project coordination, organization, documentation, and follow through skills.
- Strong communication skills and the ability to explain technical issues in practical business language.
Preferred
- Experience supporting global or multi country organizations.
- Experience with ERP, CRM, HRIS, fundraising, finance, inventory, or reporting systems.
- Experience with API documentation, field mapping, workflow automation, integration platforms, or low code automation tools.
- Experience with data quality, reporting, dashboards, business intelligence, analytics platforms, or data governance.
- Experience supporting cybersecurity administration, access management, business continuity, CIS Controls, privacy compliance, GDPR, vendor risk assessments, Data Processing Agreements, or Data Transfer Agreements.
- Familiarity with practical uses of AI tools, AI connectors, automation, or emerging technologies to improve organizational effectiveness.
- Experience working in nonprofit, international development, or mission driven organizations.
Work Location
