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 timelinesStakeholder & 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