ERP Service Delivery Manager

The ERP Service Delivery Manager oversees our ERP system's strategic development and operational delivery. This role is responsible for translating the needs and priorities of one or more global process teams into tangible product features and enhancements. The global process areas served by this role may include Order-to-Cash, Purchase-to-Pay, Record-to-Report, and / or Enterprise Asset Management.

• Develop and communicate the product vision and roadmap in collaboration with the overall ERP Product Owner and Global Process Owners, ensuring alignment with business goals.
• Manage the workstream product backlog(s), prioritizing features and enhancements based on business value and stakeholder input.
• Oversee the end-to-end delivery of ERP services, including incident and service request management, ensuring client expectations and contractual obligations are met.
• Build and maintain strong stakeholder relationships, acting as the primary point of contact for service delivery issues.
• Provide regular updates and communications on feature and enhancement deliveries.
• Oversee and coordinate the work of external integration consulting firms, define scope and outcomes, and ensure successful delivery of solutions.
• Lead and manage ERP implementation projects, ensuring they are delivered on time, within scope, and within budget.
• Manage and mentor a team of ERP professionals, fostering a collaborative and high-performance work environment.
• Evaluate the team and its members' performance levels and establish the delivery of top-tier service and solutions to the stakeholders.
• Perform hands-on analysis and contribute directly to project deliverables, ensuring high-quality outcomes.
• Identify opportunities for process improvements and implement best practices to enhance service delivery and product development.
• Utilize Agile / Scrum methodologies to manage projects and ensure efficient and effective delivery of services and product features.
• Identify and mitigate risks associated with service delivery and product development, ensuring minimal client disruption.
• Other duties as assigned.
• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 5 years of experience in ERP product management / ownership and service delivery, with a focus on ERP systems (IFS preferred).
• Proven experience with the Agile / Scrum framework and supporting toolsets, including certification (e.g., Scrum Master, Product Owner), is highly desirable.
• Knowledge of ITIL best practices is highly desirable. The candidate must have current ITIL (v4) certification or have taken training and passed the exam within 90 days of employment.
• Strong understanding of ERP systems, particularly IFS and related technologies, including those used for cross-system integrations.
• Demonstrated ability to lead and manage teams effectively.
• Excellent verbal and written communication skills, with the ability to interact with clients and stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.

Supervisory Responsibilities : Yes

Work Environment :

We are an Equal Opportunity Employer