Finance IT Delivery & Support Manager (Finance IT Team)
Hi there!
We are Semrush, a global IT company developing our own product—a platform for digital marketers. New stars are born here, so don’t miss your chance.
This is our Finance IT Delivery & Support Manager role for those who strive to implement functional processes and drive them to full completion.
This role is expected to lead daily support operations and oversee the change management process for our Finance Business Applications team. This role ensures that end-users receive exceptional support and that changes to systems are planned, tested, and implemented efficiently with minimal disruption.
Tasks in the role
- Lead and manage a team of support members, system analysts, and application contractors. Provide clear direction, set performance expectations, and foster a culture of accountability and collaboration. Conduct regular one-on-one meetings and performance reviews and provide coaching to support team development. Prioritize and allocate team resources to ensure effective handling of daily support tasks and project deliverables.
- Oversee the resolution of user-reported issues, ensuring timely and effective support. Establish and monitor KPIs for support performance and user satisfaction. Act as the final escalation point for unresolved or complex support issues. Identify recurring issues and work with the team to implement sustainable solutions.
- Own and drive the change management process for finance applications, ensuring minimal disruption to business operations. Coordinate with system analysts and contractors to plan, test, and implement system changes and enhancements. Take part in change advisory board (CAB) meetings to review, approve, and communicate upcoming changes.
- Facilitate effective communication of system updates, changes, and issue resolutions to all stakeholders
- Continuously review support processes and change management workflows to identify and implement improvements. Maintain and update documentation, including standard operating procedures (SOPs) and knowledge base articles. Generate and present regular reports on team performance, support metrics, and change outcomes.
- Lead and manage a team of support members, system analysts, and application contractors
- Provide clear direction, set performance expectations, and foster a culture of accountability and collaboration
- Conduct regular one-on-one meetings and performance reviews and provide coaching to support team development
- Prioritize and allocate team resources to ensure effective handling of daily support tasks and project deliverables
- Oversee the resolution of user-reported issues, ensuring timely and effective support
- Establish and monitor KPIs for support performance and user satisfaction
- Act as the final escalation point for unresolved or complex support issues
- Identify recurring issues and work with the team to implement sustainable solutions
- Own and drive the change management process for finance applications, ensuring minimal disruption to business operations
- Coordinate with system analysts and contractors to plan, test, and implement system changes and enhancements
- Take part in change advisory board (CAB) meetings to review, approve, and communicate upcoming changes
- Facilitate effective communication of system updates, changes, and issue resolutions to all stakeholders
- Continuously review support processes and change management workflows to identify and implement improvements
- Maintain and update documentation, including standard operating procedures (SOPs) and knowledge base articles
- Generate and present regular reports on team performance, support metrics, and change outcomes
Who we are looking for
- Bachelor's or Master’s degree in Information Technology, Computer Science, Finance, Business, or a related field
- 5+ years of experience in Finance or ERP applications support and change management
- Experience leading IT support teams, system analysts, and external vendors/contractors or any other relevant teams
- Strong background in incident management, problem resolution, and change management processes
- Hands-on experience with Finance ERP systems (SAP, Oracle, Workday, etc.) and other finance applications
- Knowledge of ITSM tools (ServiceNow, Jira, or similar) for managing support requests and incidents
- Strong understanding of ITIL best practices, including incident, problem, and change management
- Familiarity with finance processes (Accounts Payable, Accounts Receivable, General Ledger, etc.)
- Ability to conduct root cause analysis (RCA) and implement long-term solutions
- Proven ability to lead, mentor, and develop teams in a structured environment
- Strong communication and stakeholder management skills to collaborate with finance, IT, and business leaders
- Excellent problem-solving and decision-making skills with a focus on process improvements
- Ability to prioritize and allocate resources effectively to balance support tasks and project deliverables
Not required, but a plus
- Experience with cloud-based finance applications (e.g., SAP S/4HANA, Oracle Cloud ERP, Workday Finance)
- Familiarity with automation tools (RPA, AI-driven support tools) to streamline support processes
- You share our common values: Trust, as we prefer to speak up and be our true selves; Sense of Ownership, as it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Change, as we are always looking to make things better
A bit about the team
You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now.
The Finance IT team is responsible for designing, implementing, and managing technology solutions that support the organization's financial, accounting, and procurement processes. The primary purpose is to ensure the accuracy, efficiency, and security of financial operations.
We will try to create all the right conditions for you to work and rest comfortably
- It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
- Flexible working hours
- Unlimited PTO
- Flexi Benefit for your hobby
- Employee Support Program
- Loss of family member financial aid
- Employee Resource Groups
- Meals, snacks, and drinks at the office
- Corporate events
- Teambuilding
- Training, courses, conferences
- Gifts for employees
A little more about our company
Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media, and competitive research campaigns and get measurable results from online marketing.
We’ve been developing our product for 16 years and have been awarded G2s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500, and many more. In March 2021, Semrush went public and started trading on the NYSE with the SEMR ticker.
10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Our Diversity, Equity, and Inclusion commitments
Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don’t 100% match all requirements, don’t be discouraged from applying! We are committed to ensuring that everyone feels a sense of belonging in the workplace.
We do not discriminate based on race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition, including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws.
Our new colleague, we are waiting for you!
At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.
A “five-minute interview” or “get a job in three clicks” approach is not the way we work.
During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.
Once the resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.
Flexible approach for an interview format
In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:
- Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
- Please turn on your camera. Visual communication is especially important for us.
- Choose a quiet place to talk. Attending an interview from the street is not a good idea.
- Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.
Other vacancies
Is there a way to speak about all the teams at our Company that make Semrush the way it is? Oh yes, there is! Are we going to update this section on a regular basis? Oh yes, we are! Because our people are our main value and top priority.
We sincerely appreciate and acknowledge every employee’s contribution to the development of the product.
If you haven't found a job that interests you in other sections, try looking here. In the meantime, we will do our best to keep updating the content for this part of the Career Page.