ERP Services Operations Manager

2 weeks ago

Columbia, South Carolina, United States BDO Full time

Position: ERP Managed Services Manager at BDO Digital

At BDO Digital, we are seeking an ERP Managed Services Manager to be a pivotal member of our Enterprise Business Applications (EBA) team. This role is crucial in delivering exceptional service in EBA Managed Services and ensuring operational excellence for our clients. Your primary responsibilities will include nurturing client relationships, addressing support inquiries, and guaranteeing the effective provision of services across ERP, CRM, HCM, and other business applications.

Key Responsibilities:

  • Deliver both functional and technical assistance for EBA solutions
  • Enhance service delivery and promote standardization
  • Oversee internal and client-related risks
  • Lead the Managed Services team
  • Distribute workloads among global clients
  • Elevate service quality and pinpoint new processes/tools
  • Ensure client satisfaction and manage escalations effectively
  • Resolve incidents and collaborate with various stakeholders
  • Assist in defining requirements and developing new solutions
  • Document processes and business applications thoroughly
  • Identify opportunities for improvement and critical needs
  • Engage in consulting, propose business solutions, and gather requirements
  • Support program and project management initiatives
  • Track project progress and provide user support and training
  • Foster team development, positivity, and a focus on client service
  • Travel may be required (up to 10%)
  • Other responsibilities as assigned

Supervisory Duties:

  • Oversee functional and technical leads
  • Mentor and develop consulting staff
  • Act as a Career Advisor

Qualifications, Knowledge, Skills, and Abilities:

Education:

  • Bachelor's degree with a minimum of 6 years of ERP experience; OR
  • High School Diploma/GED with at least 7 years of ERP experience

Experience:

  • 6+ years in business process analysis or technical/functional ERP roles
  • 4+ years of experience in ERP/CRM product support
  • Preferred experience in client-facing consulting

Licenses/Certifications:

  • Preferred certifications in business applications technology

Software Proficiency:

  • Skilled in Microsoft Visio, PowerPoint, Word, and SharePoint
  • Experience with ERP/CRM/HCM solutions such as Microsoft Dynamics, Salesforce, SAP, etc.
  • Familiarity with Microsoft Project or Smartsheet
  • Preferred experience in enterprise software implementation

Additional Knowledge, Skills & Abilities:

  • Strong analytical, problem-solving, and communication skills
  • Excellent interpersonal abilities
  • Expertise in business process analysis and design
  • Ability to thrive in a fast-paced environment

Keywords: Managed Services, Support, Business Central, Microsoft Dynamics, CRM, User Experience, Data Visualization, Cloud Strategy

The salary range for this position varies based on qualifications and experience.

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