Sr Staff ERP Support Leader
Job Description Summary
Exploite une profonde expertise dans le domaine, ainsi qu'en matière de technologie et de processus, pour diriger la mise en œuvre de plusieurs projets interdépendants au sein d'un programme. Assure de fournir des résultats en respectant les délais, les limites du budget et de l'étendue, et les exigences relatives à la qualité. Définit les normes et processus d'exécution que tous les chefs de projet du programme ou du département doivent suivre.
Job Description
Core Responsibilities
ERP Support & Delivery
• Lead ERP support operations across the ESY Segment, ensuring timely resolution of incidents, service requests, and escalations.
• Partner closely with the ERP Product Leader to align support activities with product roadmaps, continuous improvement initiatives, and delivery milestones.
Partnership & Governance
• Establish strong collaboration frameworks with AMS subcontractors, including service reviews, escalation protocols, and continuous improvement initiatives.
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• Ensure ERP support and product delivery are jointly aligned with DT strategy, compliance requirements, and business priorities.
Continuous Improvement
• Collaborate with the ERP Product Leader to identify improvement opportunities, prioritize enhancements, and ensure smooth delivery of ERP solutions.
• Benchmark ERP support practices against industry standards and drive adoption of best practices.
Key User Network Management
• Animate and manage the ERP Key User network across Business Lines, ensuring effective onboarding, turnover management, and knowledge retention.
• Define and maintain Key User standards, learning paths, and exit plans to sustain ERP expertise across the organization.
Knowledge & Documentation
• Expand and maintain ERP knowledge management systems, integrating FAQs, chatbot/GenAI support, and AMS-provided resources.
Training & Enablement
• Collaborate with AMS and DT teams to design and deliver ERP training programs for end-users and Key Users.
• Facilitate ERP onboarding workshops and support sessions globally, ensuring cultural sensitivity and accessibility.
Monitoring & Reporting
• Track and report ERP support metrics, SLA adherence, incident trends, and user satisfaction (including NPS).
• Provide insights to ESY leadership on ERP performance, risks, and improvement opportunities.
Stakeholder Engagement
• Build strong relationships with ESY central functions and Business Line leaders to tailor ERP support strategies to operational needs.
• Act as a trusted advisor to business stakeholders, ensuring ERP support and product delivery align with evolving business requirements.
Key Skills
• Strategic thinking with ability to translate vision into actionable ERP support and improvement plans
• Strong ERP systems expertise (SAP or equivalent) and enterprise application support experience
• Excellent communication and stakeholder management skills across cultures and languages
• Proven ability to manage third-party service providers and enforce SLA compliance
• Experience collaborating with product leaders to drive delivery and continuous improvement
• Analytical mindset with ability to interpret support data, KPIs, and feedback
• Leadership, integrity, and independent judgment in high-pressure environments
Experience
• Master's degree in a relevant field (IT, Business, Engineering, or related discipline)
• Minimum 8-10 years in ERP support, application management, or IT service leadership roles
• Proven experience partnering with product leaders to deliver ERP solutions and improvements
• Experience managing AMS subcontractors or third-party service providers
• Experience working with C-Level executives and business leadership
• Supervisory experience preferred
• Background in global organizations with multi-Business Line structures
• Familiarity with Microsoft Office365 and enterprise platforms
• Experience in electrification systems, industrial automation, or related sectors is a plus
Additional Information
Relocation Assistance Provided: No
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Adoption Assistance Program
- Family Support Resources
- Birth Parent or Maternity Leave
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Summer Fridays
Financial and Retirement
- 401(K)
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Access to Online Courses
- Lunch and Learns
- Leadership Training Program
- Internship Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Unconscious Bias Training
Company Videos
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