ERP Operations Manager
2 semanas atrás
As an ERP Operations Manager, holding the title of Managed Services Lead, you will play a pivotal role in maintaining and enhancing our professional services practices.
Your primary responsibilities will include providing day-to-day support to a team of direct reports and managing a diverse client portfolio of engagements.
In this role, you will be expected to implement and adapt processes to optimize customer support and enhancement requisitions, own the resource allocation, support the recruiting team in the talent acquisition process, prioritize schedules to address escalations, and build and nurture customer relationships, ensuring that priorities are effectively managed and addressed.
Success in this position requires ERP experience, as you will be leading a team of specialists and acting as the practice lead.
You will be instrumental in guiding your team to deliver high-quality work, ensuring that our customers receive the best possible service.
Main Responsibilities / FunctionsAs the ERP Operations Manage, you will perform the following activities and responsibilities:Manage customer relationships and escalations (2nd point of escalation)Day-to-day management of direct reports (PMs, Sr. BSAs, and BSAs)Manage day-to-day project execution by external partnersGuide teams to deliver projects using the appropriate BringIT project management methodologyOwn and drive Portfolio Review Weekly Meeting (Internal)Accountable for Project Execution and Results, including but not limited to:
Plan Hours vs. Actuals, on-time delivery, and qualityOwn time tracker weekly review and approval/rejectionOwn Resource to Project Allocation processOwn resource availability and provide visibility to the Sales Team about capacityProvide performance reviews and training guidanceMake hiring decisionsMaintain strong partnerships and communication with support towers (PMO, Implementations, etc.) as well as back-office teams (HR, Finance)Maintain strong partnerships and communication with external partnersOwn results related to the contribution margin for your departmentHandle invoicing forecasts (Milestone, Monthly, and T&M)
Technical Requirements & Mandatory ExperienceExperience and knowledge of best practices surrounding ERPProject Manager or Delivery Manager experiencePrior experience managing a team of 5+ direct reports, including 1:1s, performance reviews, and other people management activitiesExperience managing a support practice
Desired Skills & QualificationsEnglish proficiencySpanish proficiencyExperience managing P&L and financial controlsFull ERP Certification in NetSuite is ideal or working toward the ERP certificationExperience with SuiteSuccess MethodologyExperience leading 5+ end-to-end NetSuite implementationsAbility to prioritize and use business etiquette to ensure communication and support are set up for internal teams and clientsUndergraduate degree in a relevant field or MBA, or equivalent work experienceComprehensive understanding of the web technologies landscape and industry standardsUnderstanding of SDLC and project management methodologies (Agile/Waterfall)
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