Job Description
ERP Service Delivery Manager - ERP, Oracle, JDE, JD Edwards, EnterpriseOne, Service Delivery Manager, Delivery Manager, Service Delivery, Service Manager, Support Manager, SLA, ISO27001, GDPR Compliance, Root Cause Analysis, Management, Remote, £60,000, Bonus, Benefits
My client is seeking a ERP Service Delivery Manager to join their Global Support Team on a full-time permanent basis. The successful candidate will be responsible for achieving Service Level Agreement (SLA) compliance using effective resource planning, coordination, management, and prioritisation of service requests & incidents. Along with this, they will also be responsible for achieving a healthy margin on the accounts & identifying billable opportunities.
The role requires someone who can keep a positive relationship with customers and employees alike, meet deadlines, and provide leadership to a varied range of stakeholders and customers.
Key Skills & Experience:
JD Edwards or other ERP experience essential.
Relevant 3rd-level qualification or equivalent experience.
Minimum 3 years' experience in a senior service delivery role.
Have demonstrated strong leadership qualities: honesty, commitment, innovation, communication, accountability, commercial awareness etc.
Excellent communication skills, both written & spoken in English.
Strong detail orientation with the ability to follow defined processes and proven experience of working in a result-driven environment.
Responsibilities:
Plan & deliver monthly Service Review Meetings with customers to provide feedback on service level compliance & breaches, analysis of ticket volumes & type & ensure customer satisfaction is maintained.
Review and track support cost against revenue to achieve target margin, capturing billable opportunities & ensuring service entitlement is maintained.
Perform Incident Manager Role in the event of a critical ‘P1' event to ensure system restoration within the published SLA. Manage the publication of root cause analysis to customers and implementation of preventative actions.
Work with Resource Managers to build dedicated support teams for customers.
Ensure ISO27001 / GDPR compliance.
Location: Remote
Candidates must be eligible to work in this country.
Catch Resource Management is a leading provider of Dynamics 365, JD Edwards, NetSuite and other ERP resources to both end users and to product suppliers/authors.
Our consultants deliver a completely professional resourcing service, always backed up by our team of ERP specialists who are all experienced in full project life cycle implementation and support, thus ensuring that we fully understand our clients' requirements and our candidates' skills.
If you have the relevant skills and experience for this position we would welcome your application, however please note that we receive high levels of responses to our advertisements so can only immediately respond to those that are a close match. However, if you are interested in hearing about similar positions then please register on our website: .