ERP Customer Experiences and Operational Excellence Manager

Job Description

Main responsibilities:

• Manage ERP releases and changes (coordinate readiness with other ERP towers, QA team, Basis, 3rd party providers),
• Manage regular internal customer communication around the ERP and its ecosystem health, operational status, performance status, planned releases Coordinate the ERP,
• Participate and provide input to the BRM team during major incidents and crisis,
• Manage and define in alignment with CIO staff the ERP KPI and publish frequent dashboards (notably: ERP availability, stability, performance, overall ticket count, incidents),
• Maintain manage and operationalize the operational excellence process
• Track and follow up on IT compliance activities related to ERP IT Operations (including Major Incident RCA completion),
• Propose and deploy in the different ERP tower ERP operations improvement plans (notably: reduce the number of incidents at any level).

RACI with the other ERP towers:

Activity

Responsible

Accountable

Consulted

Informed

Change Management

ERP Towers (IT and Business)

This position

Business operations

ERP internal customers

Release management

ERP Towers (IT and Business)

This position

Business operations

Incident management

ERP towers (IT and business)

This position

ERP Operational excellence process

ERP Towers (IT) run the process

This position defines the process

ERP Towers (Business)

CIO staff

D&TO staff

ERP KPIs

This position (definition and reporting)

ERP towers (IT)

ERP towers (business)
CIO staff
D&TO staff

CIO staff

D&TO staff

Internal customer communication (no crisis)

This position

ERP towers (IT and business)

ERP internal customers

Internal customer communication (crisis)

ERP towers (IT and business)

BRM team

SC & FI IT L3

This position

ERP internal customers

IT operations compliance accountability

This position (reporting)

ERP IT towers or SC & FI IT L3

ERP IT operations improvement plans

ERP towers (IT) (define)

This position (defines & report)

ERP towers (IT and business) (implement)

ERP towers (business) (define)

CIO staff

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction, and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages, and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to Director or above.

Additional guidance/criteria:

• Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region.
• Manages at least 4 employees and typically between 8 and 15 direct reports across all time zones. Span of Control guidelines may differ from these numbers.

Responsibilities

Manages a team of individual contributors that typically includes IT professionals (project managers, PMO, IT operations experts) but this may include other IT resources as well. Accountable for area(s) or location(s) with significant impact on business unit results, organizational strategy, and transformational activities. May carry project management responsibilities.

Directs and controls activities for an area including one or more disciplines. Plans, directs, and monitors activities of staff with emphasis on innovation and creation of intellectual property; drives the strategic plan for the team.

Understands, articulates, and optimizes application and technical capabilities for use by multiple business and IT constituents, responsible for design and development of applications, system performance tuning, certification and integration of software packages and large system integrations.

Solves problems to meet IT operations KPI and controls. Controls and measures those systems and applications are highly available and meet or exceed performance expectations and require little to no support. Resolves and implements solutions to issues that arise during testing. Monitors technical resolution across multiple asset owners.

Ensures team meets relevant IT metrics and commitments per IT business goals and objectives. Drives effective management of programs and initiatives; drives issue identification and prioritization and escalation coordination.

Communicates organizational business plans and strategies and drives staffing plans, performance planning and review as well as talent management. Provides technical as well as people leadership.

Exerts influence beyond the immediate team; demonstrates business acumen and applies it for effective business engagement with internal customers and third parties; represents the needs of the business to IT and communicates IT standards to the businesses.

Drives change management in the team or immediate organization; takes personal ownership of the IT strategy and drives support of it.

Education and Experience Required

Typically, a technical bachelor's degree or equivalent plus ten years minimum related experience with a minimum of three years management or supervisory experience.

SAP ERP operational experience is a must.

Knowledge and Skills

Demonstrated expertise within IT operations, incident management and resolution, IT operations KPI, IT communication as well as broader conceptual understanding of other Information Management functions.

Foundational knowledge of other businesses or functional areas of the company. Experience directing and controlling the activities of one or more functions.