Service Delivery Manager | ERP | Integration
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Skills
customer serviceerpitsmnegotiationoperational risk managementperformance managementpmprisk management
About the role
- Manage ERP service delivery operations across assigned customers, contracts, and SLA engagements.
- Ensure achievement of contractual service levels, customer commitments, and operational KPIs.
- Maintain senior-level relationships with customers and act as an escalation point for significant service issues.
- Oversee service delivery performance, customer satisfaction, escalations, risks, and improvement plans.
- Lead regular customer service governance and performance review meetings.
- Manage and develop the ERP Service Delivery team, including performance, capacity, workload, and development planning.
- Coordinate with ERP technical, functional, project, sales, and commercial teams to ensure effective end-to-end service delivery.
- Identify risks related to SLA performance, resources, customer expectations, and operational capacity and implement mitigation actions.
- Drive service improvement plans based on performance trends, customer feedback, and operational analysis.
- Establish and enhance service delivery processes, reporting standards, escalation models, and governance mechanisms.
- Support the review of SLA requirements for new and renewed support contracts.
- Provide management with regular reporting on service performance, operational risks, customer satisfaction, and resource requirements.
- Support commercial teams in customer discussions related to ERP support and managed services.
- Perform other assigned duties as required.
Requirements
- Bachelor’s degree in Business Administration, MIS, Computer Science, IT, or a related discipline.
- Strong knowledge of ERP service management, SLA governance, customer management, and IT service delivery.
- ITIL Foundation certification is strongly preferred.
- ITIL advanced certification, PMP, or other relevant management certification is an advantage.
- Min 10 years of relevant experience in ERP service delivery, IT service management, or support operations, including significant leadership and customer management experience.
- Service delivery management
- People leadership
- Strategic customer management
- SLA and contract governance
- Operational planning
- Risk management
- Negotiation
- Business communication
- Performance management
- Continuous improvement
- Commercial awareness
Benefits
Annual Salary raise
Medical Insurance
Annual Bonus