ERP Service Delivery Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee the daily operations of the assigned Managed Services team, ensuring efficient service delivery and compliance with customer SLAs.

• Investigate, own, and resolve logged tickets, offering solutions, workarounds, or action plans as needed.

• Aim for a personal utilization target of 35%.

• Support team members with ticket resolution and serve as a point of escalation for operational performance and customer inquiries.

• Directly manage assigned team members, providing mentorship, coaching, and performance evaluations.

• Monitor employee welfare and enforce safe working practices under the guidance of the Head of Customer Success.

• Ensure that the service offering aligns with ITIL framework and best practices in service delivery.

• Promote continuous improvement in processes and maintain quality standards.

• Interact with clients from pre-sales to go-live, acting as the operational authority on Managed Services.

• Assist in business development by supporting Sales and Marketing with pre-sales initiatives.

• Collaborate with third-party vendors.

• Foster account growth and upsell opportunities.

• Provide insights on customer trends and operational data to guide the development of competitive new products and solutions.

⛳️ Requirements

• 2 to 3 years of experience in delivery support within a multi-client setting.

• Extensive knowledge of multiple Unit4 Business World (UBW) modules or an alternative ERP system.

• Strong analytical, investigative, and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Proven capability to deliver informal training to customers and colleagues, along with creating and presenting presentations.

• Good mentoring and coaching abilities.

• Confident leadership style characterized by an open, collaborative, and practical approach.

• Experience in delivering build work or significant configuration across several modules within an ERP system (desirable).

• Ability to coordinate customer account management and internal resource allocation (desirable).

• Proven track record of proactively generating additional work items and revenue for a managed services team (desirable).

• Ability to lead the implementation of new processes to enhance service delivery and quality standards (desirable).

• Self-reliant in acquiring knowledge of new products and skills (desirable).

• Flexible and adaptable to a dynamic business environment (desirable).

• Capacity to remain composed under pressure and maintain focus on deadlines (desirable).

• Proficient in Unit4 Business World (UBW) / ERP systems software skills.

🏝️ Benefits

• Permanent employment opportunity.

• Fully remote work arrangement from South Africa.

• Adherence to UK business hours.