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The Service Delivery Manager (SDM) for Enterprise Resource Planning (ERP) owns the system and proactively ensures the solutions remain fully operational for company business operations (finance, accounting, manufacturing, procurement) by managing the daily operations for the ERP systems. The ERP systems include utilizing SAP S/4HANA and several other applications (SAP GRC, SAP MDG, SAP Solution Manager) and set of tools, such as FIORI.
The ERP SDM is responsible for managing support, ensuring issue resolution, driving maintenance activities, tracking vendor performance, managing development efforts, and ensuring projects are on track. The ERP SDM will interact with vendors and technical delivery teams to ensure the ERP solutions, IT support, development, and other services are efficient, accurate and timely. The ERP SDM cultivates business relationships and coordinates efforts with business and other IT teams to ensure on-track deliverables in support of business strategy.
- Strategic Alignment: Partner with business and other stakeholders to ensure IT services and deliverables align with business needs.
- Daily Operations: Manage delivery of IT ERP support services on a daily basis.
- Issue Resolution: Assure an effective communication and coordinate resolution of issues escalated from users, partners and vendors.
- Problem and Defect Management: Ensure pervasive system issues are analyzed and resolved.
- Development Services: Ensure successful development and delivery of enhancements, improvements, changes and projects. Coordinate efforts with Project Managers to ensure no operational issues.
- Vendor Governance: Manage vendor support services, ensuring compliance with Service Level Agreements (SLAs) and meeting Key Performance Indicators (KPIs).
- Security Compliance: Ensure industry compliance with security practices, guidelines and standards.
- Collaboration: Proactively communicate and collaborate with stakeholders on incident and service request statuses, progress and trends.
- Relationships: Develop and maintain trusted relationships with suppliers, partners, vendors and customers in support of business strategies and goals.
- Technical Leadership: Provide technical guidance and process expertise for the ERP Solutions.
- Portfolio Planning; Provide input to IT leadership on both short-term and long-term portfolio planning in support of business strategy.
- Bachelor’s degree in computer science or relevant field.
- Pharmaceutical, Healthcare industry experience.
- 8+ years of experience in Information Technology.
- 3+ years of experience in supporting or managing GxP applications.
- Experience in managing ERP software.
- Experience in managing vendors, partners, suppliers and technical teams.
- Experience working with multi-national teams.
- Strong communication skills to effectively liaise with both technical and non-technical staff, as well as key stakeholders at senior levels of the organization.
- Attention to details and focus on quality and compliance.
- Fluent English (spoken and spoken and written).