IT Manager - ERP Platforms

Role Summary

IT Manager - ERP Platforms is responsible for delivering IT services for ERP platforms, managing the full Service Level Management lifecycle, and driving continuous service improvement. The role oversees incident, problem, and knowledge management, ensures data and compliance assessments, and collaborates with Application Development and Infrastructure teams to optimize the ERP portfolio. Location: Raritan, NJ.

Responsibilities

• Ensure an agreed level of IT service for all current IT services and deliver future services to targets.
• Responsible for the full Service Level Management (SLM) lifecycle: creating SLAs/OLAs/Contracts, defining Service Level Requirements, monitoring and reporting on Service Levels, and conducting Service Level Reviews.
• Lead Continuous Service Improvement (CSI) initiatives to enhance service delivery.
• Review forecasts, pricing, and billing with partners/customers.
• Educate partners and users on engagement with AM (portfolio changes, request catalog, etc.).
• Ensure Data and Compliance Assessments are completed as required.
• Manage Non-Conformance (NC) and Corrective and Preventive Action (CAPA) processes as needed.
• Analyze portfolio scope, identify opportunities, and facilitate portfolio changes (add/change/deactivate).
• Manage the portfolio of business applications under AM support and ensure CMDB data accuracy.
• Collaborate with Application Development and Infrastructure teams to identify Application Lifecycle Management (ALM) / Technology Lifecycle Management (TLM) initiatives for inclusion in the PLO business plan.
• Conduct impact assessments and provide high-level cost estimates.
• Oversee Incident Management for SAP-Corporate Finance Business Services.
• Collaborate with other technology service teams to ensure incidents are investigated end-to-end with minimal hand-offs between teams.
• Monitor progress on the resolution of known errors and advise incident management staff on the best available workarounds for incidents.
• Communicate to business/BT stakeholders during major incidents.
• Manage and provide guidance in analyzing problems to identify root causes, prioritize, and classify issues.
• Communicate to business/BT stakeholders on problem management progress.
• Promote Knowledge Management (KM) best practices and lead improvement initiatives.
• Attend and contribute to the Knowledge-Centered Service (KCS) Council.
• Contribute to and maintain Knowledge Articles (KAs) within the organization's repositories and coaching resources.
• Responsible for the Knowledge Lifecycle, including IT Knowledge Strategy, Capture, Structuring, Retention, Access, and Sharing.
• Utilize KPIs and customer feedback to identify and implement service improvement opportunities, self-service capabilities, and automation to enhance overall service delivery.
• Collaborate with Technology Product Owners and other Service Managers to identify and implement service management process improvements.

Qualifications

• Required: 2 years of experience in IT Manager - ERP Platforms-related occupation.

Skills

• IT service management knowledge (SLM, SLAs/OLAs, contracts) and ITIL principles.
• Incident management, problem management, and knowledge management (KM/KCS).
• Data and Compliance Assessments; CAPA and non-conformance processes.
• CMDB data accuracy; Application Lifecycle Management (ALM) / Technology Lifecycle Management (TLM).
• Collaboration with Application Development and Infrastructure teams; SAP-Corporate Finance incident management.
• Cross-functional stakeholder communication and collaboration during major incidents.
• Knowledge Centered Service (KCS) practices; Knowledge Articles (KAs) maintenance.
• KPI-driven service improvement and automation initiatives.
• Experience with ERP platform portfolio management and IT service governance.

Education

• Bachelor’s degree in Information Systems, Computer Science, or related field.