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ERP Managed Services Director

2 months ago

Columbia, South Carolina, United States BDO Full time

Job Summary:

BDO Digital is seeking an experienced ERP Managed Services Manager to join our Enterprise Business Applications (EBA) team. As a key member of our team, you will be responsible for managing the day-to-day operations of our Dynamics Managed Support team, ensuring the delivery of high-quality support services to our clients.

Key Responsibilities:

  • Manage client relationships, including escalations, support request triage, and resource assignments.
  • Develop and implement processes, policies, and improvements in the delivery of customer support.
  • Ensure the support team is trained, tools are in place, and processes are communicated and executed to ensure support services can be delivered efficiently and at a consistent level of quality.
  • Support areas within ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), HCM (Human Capital Management), and other related business applications.
  • Develop and enhance service delivery, business process documentation, and tools to ensure repeatability and standardization.
  • Alerts, escalates, and manages internal and client risks.
  • Coordinates, communicates with, and supervises the Managed Services team.
  • Drives customer delivery performance, service improvements, and quality.
  • Identifies, investigates, and implements new processes/tools/products/services for the improvement of Managed Services.
  • Manages multiple client relationships and ensures customer satisfaction.
  • Manages incident and escalation issues.
  • Works with technology and business owners to resolve issues.

Requirements:

  • Bachelor's degree and six (6) or more years of industry experience with ERP systems, or High School Diploma/GED and seven (7) or more years of industry experience with ERP systems.
  • Six (6) or more years of business process analysis and/or technical/functional ERP application education or experience.
  • Four (4) or more years of experience with ERP or CRM functional product support.
  • Client-facing best practice consulting experience is preferred.
  • One or more current business applications technology certifications is preferred.
  • Microsoft Visio, PowerPoint, Word, and SharePoint are required.
  • Experience with one or more ERP/CRM/HCM Solutions technology is required.

Preferred Qualifications:

  • Microsoft Project or Smartsheet experience is preferred.
  • Enterprise software strategy, selection, and implementation experience is preferred.
  • Strong analytical, problem-solving, facilitation, documentation, and communication skills.
  • Excellent communication and presentation skills, both verbal and written.
  • Excellent interpersonal and customer relationship skills.
  • Business process analysis, design, and process flow skills.

Language:

English (en-US)