ERP Support Lead

Job Summary:

The ERP Support Lead oversees and directs the external vendor and managed service provider teams responsible for assigned enterprise applications, ERP platforms, and functional application areas. This role manages day-to-day vendor delivery, resource alignment, priorities, escalations, service performance, and coordination across business and IT stakeholders to ensure reliable operations, effective issue resolution, and successful delivery of enhancements. The position translates business needs into clear vendor work objectives, monitors execution against established expectations, and partners with internal stakeholders and external providers to maintain a stable, scalable, and supportable enterprise application environment.

Job Responsibilities:

ERP Application Support & Service Delivery Oversee day-to-day ERP and enterprise application support delivered by external vendors and managed service providers, including incident management, service requests, enhancements, backlog management, prioritization, escalations, and operational reporting.

Serve as the primary operational leader and escalation point for assigned application areas, coordinating with business stakeholders, internal IT teams, functional subject matter experts, vendors, and leadership to drive timely issue resolution.

Oversee vendor staffing coverage, resource allocation, queue management, scheduling, and capacity planning to ensure reliable support and timely execution of issue resolution, enhancements, testing, and stabilization activities.

Ensure vendor readiness for application releases, upgrades, enhancement deployments, integrations, stabilization periods, hypercare events, and transition to steady-state operations.

Vendor Management & Performance Manage vendor and managed service provider performance by establishing expectations, assigning and validating work, monitoring progress, reviewing deliverables, addressing service gaps, and ensuring alignment with business and IT priorities.

Monitor vendor service performance, including case volume, backlog, aging, response and resolution times, reopened tickets, enhancement throughput, quality trends, SLA compliance, and customer satisfaction.

Coordinate vendor activities related to work assignment, escalation, scope adherence, performance reviews, knowledge transfer, training needs, and corrective action planning.

Develop dashboards, reports, and operating reviews that communicate vendor performance, service health, risks, recurring issues, resource needs, and improvement opportunities to IT leadership.

Business Partnership & Enhancement Delivery Translate business needs, operational issues, and stakeholder priorities into clear vendor work objectives, actionable support plans, enhancement priorities, and measurable outcomes.

Partner with business leaders and process owners across corporate functions, operations, supply chain, finance, sales, and plant locations to understand application needs, communicate priorities, and improve the user experience.

Coordinate internal and external stakeholders to align support and enhancement activities with business requirements, application priorities, and operational needs.

Governance & Continuous Improvement Define, communicate, and reinforce standard support processes with external providers, including ticket handling expectations, severity definitions, escalation paths, documentation standards, release readiness, knowledge management, and service transition practices.

Identify recurring issues, systemic trends, process gaps, and support risks and lead vendor-driven efforts to recommend root-cause resolutions, system enhancements, training, automation, and business process improvements.

Promote strong vendor execution through effective planning, clear direction, accountability, customer focus, change awareness, and constructive conflict resolution.

Perform additional relevant duties as assigned.

Experience:

Eight+ years of experience in ERP support, business applications support, IT service management, enterprise application delivery, vendor-managed services, or related technology operations.

Minimum of three (3) years of experience coordinating, governing, or managing external vendor teams, managed service providers, implementation partners, functional support resources, or third-party application support teams.

Experience managing day-to-day service delivery, support queues, priorities, escalations, enhancements, vendor resource assignments, and stakeholder…