Winfo Solutions - Associate Director - ERP Application/Service Delivery

Associate Director - ERP Application Service Delivery

Role Overview:

We are seeking an experienced Associate Director - ERP Application Service Delivery to lead the delivery and support of enterprise Oracle ERP applications (The role is responsible for end-to-end Pre-sales to Delivery life cycle in all AMS / managed Service engagements.

The role requires ensuring high-quality service delivery, governance, performance management, and stakeholder satisfaction across Oracle ERP Cloud and EBS landscape.

Key Responsibilities:

Service Delivery & Operations:

- Own the end-to-end delivery of ERP application support and enhancements, ensuring SLA and KPI compliance.

- Manage incident, problem, change, and release processes aligned to ITIL best practices.

- Drive root cause analysis and proactive problem management.

- Ensure ERP systems are highly available, secure, and compliant.

- Ensure Quarterly Cloud updates are planned and executed as per timelines

Stakeholder & Vendor Management:

- Serve as the primary point of contact for business leaders regarding ERP service delivery.

- Manage vendor relationships and service contracts, ensuring performance and accountability.

- Conduct regular service reviews with stakeholders and vendors.

Governance & Reporting:

- Establish and monitor service performance metrics, dashboards, and scorecards.

- Develop governance frameworks and ensure adherence to compliance, audit, and risk requirements.

- Provide regular updates to senior leadership on ERP performance, risks, and improvements.

Team Leadership:

- Lead and mentor ERP support teams (internal and external resources).

- Define and track career development paths for ERP support staff.

- Foster a culture of accountability, collaboration, and continuous learning.

Continuous Improvement:

- Identify opportunities for automation, AI adoption, and process optimization within ERP operations.

- Drive continuous service improvement initiatives to enhance user experience and cost efficiency.

- Stay updated on Oracle Cloud roadmaps and industry best practices.

Required Skills & Qualifications:

- Bachelor's degree in Business, Information Technology, Computer Science, or related field (Master's preferred).

- 15+ years of IT experience, with at least 5 years in ERP service delivery or application management.

- Hands-on expertise with Oracle ERP Cloud / EBS platforms

- Strong knowledge of ITIL framework, service management tools (ServiceNow, Remedy, etc.

- Proven experience in SLA management, and Process compliance

- Excellent leadership, communication, and stakeholder management skills