Description
Leads the ERP Center of Excellence, aligning Finance technology and processes to ensure
scalability, efficiency, and business value.
Key Responsibilities
● Define the strategy and objectives of the CoE: You will be instrumental in shaping the
vision for our ERP CoE, setting clear strategic goals, and defining key performance
indicators (KPIs) that align with overall business objectives. This includes mapping out
the roadmap for future growth and capabilities of the CoE.
● Manage the N1 and N2 support teams: You will lead, mentor, and develop our N1 and
N2 support teams, fostering a culture of high performance, continuous learning, and
exceptional customer service. This involves overseeing staffing, performance reviews,
and professional development paths for team members.
● Establish support processes and procedures: You will design, implement, and
optimize robust support processes, procedures, and workflows to ensure efficient,
consistent, and scalable delivery of ERP support services. This includes defining
incident, problem, and change management protocols specific to our SAP
environment.
● Act as an escalation point for complex issues: You will serve as the ultimate
escalation point for highly complex or critical SAP-related incidents, ensuring swift
resolution and clear communication with stakeholders. Your expertise will guide the
team through challenging situations.
● Manage communication with business and IT teams: You will build and maintain
strong relationships with key business stakeholders and various IT teams, acting as
the primary liaison for all ERP support-related matters. This includes presenting
performance reports, gathering feedback, and aligning on strategic initiatives.
● Identify opportunities for continuous improvement in support processes: You will
proactively analyze support trends, identify bottlenecks, and champion initiatives for
continuous improvement within the ERP support processes. Your goal will be to
enhance efficiency, reduce resolution times, and elevate user satisfaction.
● Generate support performance reports: You will be responsible for tracking,
analyzing, and reporting on key performance metrics for the ERP support function. This
includes creating comprehensive reports that highlight service quality, efficiency, and
areas for improvement, presenting these to senior management.
● Oversee service quality and SLAs: You will ensure that all service level agreements
(SLAs) for ERP support are consistently met or exceeded. You will monitor service
quality, implement corrective actions when necessary, and drive initiatives to
maintain a high standard of support delivery.
Must-Have Qualifications
● Solid experience (minimum 5-7 years) in managing SAP support teams: You have a
proven track record of successfully leading and nurturing teams dedicated to SAP
support. Your experience should demonstrate your ability to guide, motivate, and
optimize the performance of N1 and N2 support staff.
● In-depth knowledge of the specific SAP system being supported: You possess a
profound understanding of our particular SAP landscape, including its modules,
integrations, and unique configurations. This deep technical insight will allow you to
provide expert guidance and make informed decisions.
● Ability to perform strategic planning and resource management: You’re skilled in
developing long-term strategies for ERP support, aligning them with business goals.
You can effectively plan, allocate, and manage resources (people, tools, budget) to
ensure efficient service delivery and optimal team performance.
● Experience in managing stakeholders at different levels: You excel at building strong
relationships and communicating effectively with a diverse range of stakeholders,
from technical teams to business users and senior management. You can navigate
complex organizational dynamics and ensure alignment on support objectives.
● Knowledge of IT service management methodologies (e.g., ITIL): You have a strong
grasp of industry best practices for IT service management, such as ITIL (Information
Technology Infrastructure Library). This knowledge will enable you to design,
implement, and refine efficient and effective support processes.
● Demonstrable experience in defining and managing SLAs: You have hands-on
experience in establishing, monitoring, and enforcing Service Level Agreements
(SLAs). You know how to track key metrics, ensure compliance, and drive continuous
improvement to meet or exceed service commitments.
● Fluent in English (spoken and written), able to work in a global and collaborative
environment: Our operations are global, and strong English communication skills
are paramount. You will confidently lead a diverse team and engage with
- international stakeholders, fostering seamless collaboration across different regions.
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