Director, ERP​/WMS Service Delivery

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America.

ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is seeking a Director of ERP/WMS Service Delivery to lead the operational excellence, support, and continuous improvement of our SYSPRO ERP and Trans Lution WMS platforms. As our ERP and WMS capabilities have expanded across the organization, the teams responsible for implementation, ongoing service delivery, and system integration have evolved into distinct functions. This role is responsible for leading the service delivery and integration organizations, ensuring our business-critical platforms remain stable, optimized, and aligned with operational needs.

Reporting to the Chief Information Officer, the Director of ERP/WMS Service Delivery will oversee the teams responsible for day-to-day application support, user adoption, platform performance, integrations, reporting, and continuous improvement initiatives. This leader owns the strategic roadmap for all production environments, ensuring systems are effectively maintained, enhanced, and leveraged to support business growth and operational efficiency.

Working closely with the Director of ERP/WMS Applications, who leads implementation and deployment initiatives, this role focuses on maximizing the value of existing solutions through exceptional service delivery, governance, and operational support. Success in this position requires strong partnership, clear accountability, and the ability to balance strategic planning with hands‑on leadership of a high‑performing team.

The ideal candidate is a collaborative technology leader who is passionate about delivering reliable, business‑focused solutions. They are comfortable being accountable for system performance, user experience, and operational excellence, while working effectively with peers across a shared technology landscape to drive enterprise‑wide success.

The ideal candidate will reside in the Tampa, FL or Andover, MA area.

• Own end-to-end service delivery for SYSPRO ERP, Trans Lution WMS, and connected systems once they are live, including incident management, request fulfillment, problem management, and escalation.
• Establish and operate service levels, response and resolution targets, and a clear escalation path that the business understands and can rely on.
• Drive down open incident volume and recurrence through root cause analysis, permanent fixes, and targeted process or configuration change.
• Own the support intake model, including triage, prioritization, and routing between service delivery, implementation, and external partners.
• Report service performance to the CIO and business leadership on a regular cadence, using measures the business recognizes.

• Own the steady state roadmap for everything already in production: what is optimized, which modules and capabilities are adopted on live sites, what technical debt is retired, and when live platforms are upgraded. This roadmap is set by this role and does not require the approval of the Director, ERP/WMS Applications.
• Own the system…