Manager - ERP Operations

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ERP Operations Manager

• Day-to-day Vendor Management:
  Ensuring our SAP Application Managed Services (AMS) partner(s) perform according to their SLAs and driving a customer-first service vision.
• Functional Oversight:
  Ownership of the day-to-day delivery of SAP services supporting global Manufacturing, Supply Chain, and Quality, ensuring high availability and performance of business-critical processes.
• Operational Blueprinting:
  Defining the "Run" approach for the ERP ecosystem, establishing the templates for incident, change, and release management that will be adopted by future ERP operational pillars.
• Stakeholder Interaction:
  Engaging with globally dispersed ERP leadership to understand demand patterns, improvement opportunities, and impact assessment for incidents.
• Cross-Functional Collaboration:
  
  Interactions with other IT stakeholders (e.g., SAP Functional Leads, Data Integrity teams, Solution Architects and other Operation Managers covering different service lines) to ensure service suitability and GxP compliance.
• Leadership Reporting:
  Interactions with Senior IT and Business leadership regarding ERP performance, status of major incidents, and reporting on service improvement initiatives.
• Efficiency & Automation:
  Work with service partners to increase operational efficiency through the identification of automation opportunities, "shift-left" support opportunities, and proactive monitoring.
• Governance:
  Provide day-to-day governance of service partners alongside the SIAM team and support the Tech Ops senior leadership team as required.
• Representation:
  Represent the Tech Ops Operations team at SAP service reviews, CAB, Problem Reviews and other appropriate operational forums.

• Building relationships with key staff at our SAP service partner(s) to ensure timely resolution and efficient escalation of complex ERP issues.
• Establishing the ERP "Run" Playbook, refining operational services alongside the ITSM team to ensure a scalable model for other ERP modules.
• Partnering with ERP stakeholders to understand business-critical cycles and ensure IT operations support peak demand.
• Ensuring GxP compliance and quality practices are embedded in every SAP change and operational activity.
• Attending the weekly CAB and Problem Review Board to ensure ERP operational perspectives and business impacts are represented.
• Engage in Service Operations tasks across all phases of the lifecycle including Incident, Problem, Change and Release processes and be the point of contact for all ERP major incidents.
• Ensuring "Build to Run" readiness, engaging early in the project lifecycle for new SAP deployments to ensure they are supportable.
• Developing communications for senior leaders and end-users reporting on the health of ERP services and progress on improvement plans.
• Staying abreast of SAP trends (e.g., S/4
  
  HANA innovations) to guide IT on how to best leverage emerging ERP technologies.

• Extensive experience in ERP/SAP operations delivery, managing complex, global environments.
• Proven experience managing outsourced AMS partners and driving vendor accountability.
• Demonstrable knowledge of SAP lifecycle management, including transport management, GxP/Validation requirements, and ERP governance.
• Experience in a regulated…