ERP Service Delivery Manager
ERP Service Delivery Manager
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1 Vacancy
Job Description
Job Description
We are seeking an experienced ERP Service & Delivery Manager to lead the successful transition of SAP support from our implementation partner to a long-term Application Management Services (AMS) model. This role will be accountable for ensuring seamless day-to-day service delivery implementing ITSM best practices and establishing governance that drives stability compliance and transparency.Beyond operational excellence this leader will shape the future of SAP support driving continuous improvement introducing service innovations and unlocking business value from our SAP investments. Serving as the strategic link between IT business stakeholders and the AMS partner the ERP Service & Delivery Manager will safeguard service reliability while championing performance optimization enhanced user experience and scalable solutions that evolve with business needs.
This is a hybrid role based at our Chesterfield MO headquarters with on-site presence required Tuesday through Thursday. This is a critical role in ensuring the success of our SAP go-live while building a high-performing AMS model designed to deliver long-term value and agility.
Job Responsibilities & Requirements
Transition & Launch
Lead and coordinate the transition of SAP implementation from SI partner to AMS partner.
Define and oversee the AMS launch plan ensuring continuity of operations.
Establish ITSM processes (Incident Problem Change and Request Management) aligned with industry best practices (e.g. ITIL).
Ensure knowledge transfer documentation and operational readiness for steady-state support.
Service Delivery & Governance
Manage the day-to-day delivery of SAP AMS support ensuring services meet agreed SLAs and KPIs.
Monitor incident problem and change management activities to ensure timely resolution and quality outcomes.
Track and report performance metrics dashboards and compliance against contract terms.
Drive root cause analysis and continuous improvement initiatives.
Partner Relationship & Accountability
Serve as the primary liaison between MiTek and the AMS partner.
Conduct regular service review meetings to evaluate performance risks and improvement opportunities.
Hold AMS partner accountable for contractual commitments and service excellence.
Escalate issues appropriately and drive resolution to protect business continuity.
Foster a collaborative but firm relationship with the AMS partner ensuring alignment with business priorities.
Service Innovation & Continuous Improvement
Identify opportunities to improve the quality efficiency and cost-effectiveness of SAP AMS services.
Recommend automation process optimization and advanced monitoring solutions to reduce ticket volumes and improve user experience.
Benchmark AMS services against industry best practices and introduce innovations that enhance SAP stability scalability and business value.
Partner with business stakeholders to anticipate future needs and align AMS services with long-term transformation objectives.
Governance & Reporting
Develop governance structures including steering committees and operational reviews.
Produce and present regular reports to senior leadership on service delivery performance risks and trends.
Ensure clear visibility into AMS operations compliance and improvement roadmaps.
Qualifications
Bachelors degree in Information Technology Computer Science or related field.
6 years of IT service delivery experience including at least 4 years managing SAP AMS or SAP Projects.
Strong knowledge of SAP modules landscapes and support models.
Experience setting up ITSM processes and managing services aligned with ITIL best practices.
Proven track record in managing vendor/partner relationships and enforcing contractual accountability.
Excellent communication stakeholder management and governance skills.
Strong analytical and problem-solving abilities with attention to detail.
Desired Competencies
ITIL certification (Foundation or higher).
SAP Solution Manager/Cloud ALM Run experience.
Strong leadership presence with the ability to influence at multiple levels.
Experience with global delivery models and offshore/nearshore AMS providers.
Excellent problem-solving analytic conceptual and critical thinking skills
Excellent verbal and written communication skills that allow effective communication with both business and technical resources
Physical Demands
This role is performed in an office environment where a computer telephone and other office equipment are used as needed to perform the duties of the role.
Why Youll Love Working Here
Time for what matters: Generous Paid Time Off 13 annual holidays and volunteer time off so you can recharge and give back.
Day-one coverage: Medical dental and vision plans that start your first day on the job.
- Family friendly benefits: Paid Parental Leave Paid Caregiver Leave and Adoption Reimbursement to support you and your family.
- Rewards for impact: Performance/Incentive bonuses
Growth & development: Career advancement training opportunities tuition reimbursement and employee resource groups to help you thrive.
Future-focused:401(k) match profit sharing and fully paid short and long-term disability and life insurance.
Flexibility with pay Access to earned wages anytime with myFlexPay.
MiTek is a platform innovator and enabler that exists to transform the building industry with better building 1955 MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today MiTek delivers software services engineered products and automated solutions that enable the building industry toimprove efficiencies by optimizingthe balance between off-site and on-site. With nearly 5600 team members worldwide MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs makes and builds. As a Berkshire Hathaway (NYSE: BRK-A NYSE: BRK-B) company since 2001 MiTek has a record of continuous growth and innovation.
MiTek is an E-Verify and Drug and Tobacco-Free Workplace.
We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race color creed religion national origin ethnicity physical or mental disability sex (including pregnancy sexual orientation gender identity or expression or transgender status) age (40 and over) genetic information (including family medical history) veteran status or any other protected characteristic.
For accommodation to assist with completing this application please contact Human Resources at 1 .
Required Experience:
Manager
Employment Type
Full-Time
