Director, ERP Managed Service Operations Lead

The Director, ERP Managed Service Operations Lead is responsible for ensuring that ERP run services across the global enterprise (CSLB, CSLS, CSLV) are reliable, secure, compliant, and meet the needs of the business in a cost optimized manner. The Director, ERP Managed Service Operations Lead will achieve the outcomes by managing a team of internal resources and effectively and efficiently leveraging several external Managed Service Providers (MSP’s).

The Director, ERP Managed Service Operations Lead is responsible for understanding user / customer needs, designing, and implementing service delivery strategies that continuously improve service delivery to enhance user / customer satisfaction and loyalty. The Director, ERP Managed Service Operations Lead collaborates closely with cross-functional teams, stakeholders, and external managed service providers to align service delivery with user / customer expectations and drive a Service Delivery Excellence culture.

The The Director, ERP Managed Service Operations Lead collaborates with internal teams and external suppliers (Managed Service Providers and Software Vendors) to ensure cost optimized, efficient, timely, and user / customer-focused service delivery. The Director, ERP Managed Service Operations Lead is accountable to define, implement and achieve industry best practice benchmark KPI’s related to Incident and Problem Management, Service Request Management and ensures that the ERP ecosystem is Reliable, Secure & Compliant.

This position reports to the Head of Enterprise Services and can be based in London (UK) / Switzerland.

Main Responsibilities and Accountabilities

• Delivery of ERP Run services across the enterprise in a reliable, secure, compliant manner that optimizes cost and meets the needs of the business.
• Accountable for the development and execution of a comprehensive ERP Run service strategy and roadmap that is aligned with business goals, industry trends, and customer needs. In collaboration with cross-functional teams, service providers, and stakeholders (Business & I&T), the Global ERP Operations Lead will design and implement service experiences that meet and/or exceed customer needs and expectations ensuring high-quality and efficient service delivery across all channels and touchpoints throughout the organization’s global scope.
• Oversee the maintenance of ERP applications to ensure they are up-to-date, secure, and stable. Key tasks include:

-Establishing Backup and Disaster Recovery procedures to safeguard critical data and maintain business continuity.

-Managing Security and Access Management, ensuring that appropriate access controls are in place to protect sensitive information.

-Performing Regular Maintenance, Patch, and Update Management to keep the applications running optimally and securely.

-Documentation compliance is maintained.

• Leverage advanced analytics, process mining and automation tools to drive efficiencies in the service delivery and problem management processes. Partner with the Service Delivery Excellence team to analyze voice of the customer survey results to inform service experience improvements and institute actions to further improve and/or address pain points
• Provide leadership, guidance, and coaching to ERP team to ensure effective communications with customers and managed services team(s) and that customer needs/demands are properly managed.
• Develop and implement ERP service standards, guidelines, and best practices to ensure consistent and high-quality service experiences globally. Publish key ERP reliability metrics and include analysis of root cause for non-attainment with strategies and plans to address.
• Manage weekly ERP reviews with external vendors to ensure accountability & achievement of contracted metrics and delivery standards. Work with the Vendor Management Office to institute and manage performance improvement plans as appropriate.
• Develop and implement new procedures and processes to monitor and improve operations, aiming to enhance efficiency and productivity within the AMO organization. Key objectives include:

-Reducing Operational Expenditure (Opex) by optimizing resources and processes without compromising quality.

-Implementing Continuous Improvement initiatives to identify areas for enhancement and implementing best practices.

• Proactively provide feedback, coaching and support to improve performance of Internal & External run services providers. Collaborate with training and development teams to design and deliver service-related training programs, ensuring that employees and service providers have the necessary skills and knowledge to deliver exceptional service experiences.
• Effectively partner with peers to continuously improve outcomes. Offer constructive feedback and respond collaboratively to recommended improvement opportunities received.
• Ensure that the service catalog is maintained and up to date, that services are accurately described, accessible across the organization, and that service requests are efficiently and effectively fulfilled.

Position Qualifications and Experience Requirements:

• At least 10 years of experience leading ERP (SAP Preferred) related functions in large global organizations
• Strong Vendor management capability
• Strong leadership, team building and project management skills
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Experience managing a Managed Service Contract (Outcomes based) environment
• Experience working in a GxP environment is a plus.
• Knowledge of ITSM best practices and industry standards
• Experience with IT projects and project management methodologies
• Strong ability to work in a matrix organization and interact with various stakeholders
• Strong ability to work in a fast-paced, high-stress environment.