Discover Your New Role As an ERP Operations Manager, holding the title of Managed Services Lead, you will play a pivotal role in maintaining and enhancing our professional services practices. Your primary responsibilities will include providing day-to-day support to a team of direct reports and managing a diverse client portfolio of engagements. In this role, you will be expected to implement and adapt processes to optimize customer support and enhancement requisitions, own the resource allocation, support the recruiting team in the talent acquisition process, prioritize schedules to address escalations, and build and nurture customer relationships, ensuring that priorities are effectively managed and addressed. Success in this position requires ERP experience, as you will be leading a team of specialists and acting as the practice lead. You will be instrumental in guiding your team to deliver high-quality work, ensuring that our customers receive the best possible service. Main Responsibilities / Functions As the ERP Operations Manage, you will perform the following activities and responsibilities: Manage customer relationships and escalations (2nd point of escalation) Day-to-day management of direct reports (PMs, Sr. BSAs, and BSAs) Manage day-to-day project execution by external partners Guide teams to deliver projects using the appropriate BringIT project management methodology Own and drive Portfolio Review Weekly Meeting (Internal) Accountable for Project Execution and Results, including but not limited to: Plan Hours vs. Actuals, on-time delivery, and quality Own time tracker weekly review and approval/rejection Own Resource to Project Allocation process Own resource availability and provide visibility to the Sales Team about capacity Provide performance reviews and training guidance Make hiring decisions Maintain strong partnerships and communication with support towers (PMO, Implementations, etc.) as well as back-office teams (HR, Finance) Maintain strong partnerships and communication with external partners Own results related to the contribution margin for your department Handle invoicing forecasts (Milestone, Monthly, and T&M) Technical Requirements & Mandatory Experience Experience and knowledge of best practices surrounding ERP Project Manager or Delivery Manager experience Prior experience managing a team of 5+ direct reports, including 1:1s, performance reviews, and other people management activities Experience managing a support practice Desired Skills & Qualifications English proficiency Spanish proficiency Experience managing P&L and financial controls Full ERP Certification in NetSuite is ideal or working toward the ERP certification Experience with SuiteSuccess Methodology Experience leading 5+ end-to-end NetSuite implementations Ability to prioritize and use business etiquette to ensure communication and support are set up for internal teams and clients Undergraduate degree in a relevant field or MBA, or equivalent work experience Comprehensive understanding of the web technologies landscape and industry standards Understanding of SDLC and project management methodologies (Agile/Waterfall)
