ERP Service Delivery Manager

This is a remote position.

Managing the day-to-day operations of the Managed Services Team in a tech business transformation consultancy, this position ensures the delivery of a professional, efficient, and effective service to all managed services customers. The role focuses on driving high-quality consultancy, maintaining quality standards, and ensuring service operations align with defined targets and customer satisfaction goals.

Key Responsibilities

• Manage day-to-day operations of assigned Managed Services team members, ensuring smooth service delivery and adherence to customer SLAs.
  

• Research, own, and resolve logged tickets to provide solutions, workarounds, or action plans, achieving a target personal utilisation of 35%.
  

• Assist team members with ticket resolution and act as a point of escalation for operational performance and customer queries.
  

• Line manage assigned team members, providing mentoring, coaching, and performance management while overseeing staff welfare and safe working practices under the direction of the Head of Customer Success.
  

• Ensure the service offering conforms to the ITIL framework and service delivery best practices, driving continuous process improvement and quality standards.
  

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

• Support business development by assisting Sales and Marketing with pre-sales requirements, liaising with third-party vendors, and encouraging account expansion and upsell opportunities.
  

• Provide feedback on customer trends and operational insights to inform the ideation and development of competitive new products and solutions
  

Requirements

• 2 to 3 years’ experience in delivery support within a multi-client environment.
  

• In-depth knowledge of multiple Unit4 Business World (UBW) modules or another Enterprise Resource Planning (ERP) system.
  

• Excellent analysis, investigation, and problem-solving skills.
  

• Excellent written and verbal communication skills.
  

• Proven ability to deliver ad-hoc informal training to customers and colleagues, as well as create and deliver presentations.
  

• Good mentoring and coaching skills.
  

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

Desirable Requirements

• Experience in delivering build work or significant configuration on several modules within an ERP system.
  

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

• Track record of proactively generating additional work items and revenue for a managed services team.
  

• Ability to lead the introduction of new processes to improve service delivery and quality standards.
  

• Self-sufficient in learning new products and skills.
  

• Flexible and adaptable approach within a growing business environment.
  

• Ability to remain calm under pressure and maintain focus on deadlines.
  

Required Software Skills

• Unit4 Business World (UBW) / ERP systems.