Sr Staff ERP Support Leader

ERP Support Leader

The ERP Support Leader is a senior role within the DT organization of the Electrification Systems (ESY) Segment, responsible for ensuring reliable ERP operations, end-user satisfaction, and continuous improvement of ERP support services across all Business Lines. This role works in close partnership with the ERP Product Leader to drive continuous improvement, solution delivery, and alignment with business priorities.

In addition, the ERP Support Leader manages ERP support delivery in strong collaboration with the Application Managed Service (AMS) subcontractor, ensuring seamless service execution, governance, and performance monitoring. Acting as the central bridge between DT teams, AMS partners, and Business Line process owners, the ERP Support Leader drives incident resolution, change management, and knowledge transfer, while fostering a culture of operational excellence and digital enablement.

This position is a key enabler of the company's digital transformation, ensuring ERP systems remain stable, scalable, and continuously improved to meet the evolving needs of the ESY Segment.

Core Responsibilities

ERP Support & Delivery

Lead ERP support operations across the ESY Segment, ensuring timely resolution of incidents, service requests, and escalations.

Partner closely with the ERP Product Leader to align support activities with product roadmaps, continuous improvement initiatives, and delivery milestones.

Partnership & Governance

Establish strong collaboration frameworks with AMS subcontractors, including service reviews, escalation protocols, and continuous improvement initiatives.

Ensure ERP support and product delivery are jointly aligned with DT strategy, compliance requirements, and business priorities.

Continuous Improvement

Collaborate with the ERP Product Leader to identify improvement opportunities, prioritize enhancements, and ensure smooth delivery of ERP solutions.

Benchmark ERP support practices against industry standards and drive adoption of best practices.

Key User Network Management

Animate and manage the ERP Key User network across Business Lines, ensuring effective onboarding, turnover management, and knowledge retention.

Define and maintain Key User standards, learning paths, and exit plans to sustain ERP expertise across the organization.

Knowledge & Documentation

Expand and maintain ERP knowledge management systems, integrating FAQs, chatbot/GenAI support, and AMS-provided resources.

Training & Enablement

Collaborate with AMS and DT teams to design and deliver ERP training programs for end-users and Key Users.

Facilitate ERP onboarding workshops and support sessions globally, ensuring cultural sensitivity and accessibility.

Monitoring & Reporting

Track and report ERP support metrics, SLA adherence, incident trends, and user satisfaction (including NPS).

Provide insights to ESY leadership on ERP performance, risks, and improvement opportunities.

Stakeholder Engagement

Build strong relationships with ESY central functions and Business Line leaders to tailor ERP support strategies to operational needs.

Act as a trusted advisor to business stakeholders, ensuring ERP support and product delivery align with evolving business requirements.

Key Skills

Strategic thinking with ability to translate vision into actionable ERP support and improvement plans

Strong ERP systems expertise (SAP or equivalent) and enterprise application support experience

Excellent communication and stakeholder management skills across cultures and languages

Proven ability to manage third-party service providers and enforce SLA compliance

Experience collaborating with product leaders to drive delivery and continuous improvement

Analytical mindset with ability to interpret support data, KPIs, and feedback

Leadership, integrity, and independent judgment in high-pressure environments

Experience

Master's degree in a relevant field (IT, Business, Engineering, or related discipline)

Minimum 8–10 years in ERP support, application management, or IT service leadership roles

Proven experience partnering with product leaders to deliver ERP solutions and improvements

Experience managing AMS subcontractors or third-party service providers

Experience working with C-Level executives and business leadership

Supervisory experience preferred

Background in global organizations with multi-Business Line structures

Familiarity with Microsoft Office365 and enterprise platforms

Experience in electrification systems, industrial automation, or related sectors is a plus