Job Summary
Sitting at the core of our ERP service model, this role is responsible for service transition, change governance, stakeholder alignment, incident resolution, and continuous improvement across our global Oracle Cloud ERP platform. As a key liaison between global IT, business teams, and external partners, you will ensure seamless service delivery, business continuity, and successful adoption of standardized processes.
Essential Functions
Service Transition & Stakeholder Alignment
- Lead the transition from project execution to steady-state operations, ensuring structured handover, clear ownership, and full stakeholder alignment.
- Work across IT, business teams, and governance forums (e.g., change boards, steering committees) to foster alignment, transparency, and effective decision-making.
Change & Release Management
- Oversee planning, impact assessments, and execution of quarterly releases to ensure minimal business disruption and controlled adoption of new functionality.
- Plan, coordinate, and govern all ERP changes—including releases, patches, and enhancements—aligning with boundary applications.
Incident & Problem Management
- Lead the resolution of critical incidents and systemic issues, driving root cause analysis and long-term fixes across internal teams and external partners.
Service Management & Continuous Improvement
- Establish, refine, and optimize service management processes to improve efficiency, reduce incidents, and increase overall service quality.
- Hold the AMS partner accountable for delivering stable, high-quality ERP services, driving performance against agreed KPIs and continuous improvement objectives.
Job Qualifications
Required
- Bachelor’s or Master’s degree in a relevant field.
- 5+ years in roles such as IT Manager, Service Manager, or similar, with a strong emphasis on benefits realization, vendor management, and process improvement.
- Proven background in service management of multinational systems and end-to-end application landscapes, deploying pragmatic and effective ways of working.
Preferred
- Demonstrated continuous improvement mindset, with a focus on simplification and standardization.
- Strong understanding of the role of ERPs in the manufacturing industry, with experience driving continuous development and managing application/functionality rollouts.
- Excellent business communication and change management skills, with the ability to influence stakeholders at all levels—often without direct authority.
- Project management skills and the ability to drive initiatives forward in a structured and pragmatic manner.
Environment
- In office work hours are usually 8 a.m. to 5 p.m., but could require after-hours and weekend work to complete projects on time
- Travel as needed; up to 10%, can be internationally
