1. Leadership & Team Management

• Manage a multidisciplinary team that includes Technical Support Specialists and ERP Implementer Specialists.
• Plan, assign, and monitor tasks and workloads across both support and implementation teams; ensure adequate staffing and on-call coverage if required.
• Conduct regular team meetings, performance reviews, coaching, mentoring, and training to build skills and ensure adherence to best practices.
• Facilitate onboarding of new team members, ensure knowledge transfer, and maintain a knowledge base/documentation repository (for support workflows, ERP processes, configuration guidelines, FAQs, etc.).

2. Service Delivery & Technical Support Oversight

• Oversee resolution of support tickets submitted by clients (via customer portal, ticketing system, or app) — especially for financial/accounting-related issues in the ERP system (e.g. financial modules, GL, AP/AR, reconciliations).
• Ensure service-level agreements (SLAs) are met: fast response, timely resolution, high customer satisfaction, and follow-up on critical/high-priority issues.
• Act as escalation point for complex issues that support/ERP team cannot resolve; coordinate with development/infrastructure/QA teams as needed.
• Review recurring problems, analyze root causes, propose and implement permanent fixes or process improvements.

3. ERP Implementation Project Oversight

• Oversee full lifecycle ERP implementation projects (requirement gathering, configuration, data migration, UAT, go-live, post-go-live support) across clients.
• Coordinate with clients to understand business requirements, map them into ERP configuration, and ensure solution design meets business needs.
• Supervise data migration tasks: ensure data integrity, reconciliation between old system data and new ERP, supervise validation and testing.
• Manage training and enablement: ensure end-users and client administrators are trained on the ERP system; develop training materials, user manuals, and support guides.
• Coordinate releases, patches and post-deployment validation; ensure stability after go-live and manage stabilization support.

4. Process & Quality Assurance

• Define and enforce best practices, processes, and standards for both support and ERP implementation teams (ticketing workflows, escalation paths, documentation standards, change control, data migration protocols, testing protocols, etc.).
• Monitor key performance metrics (e.g. ticket resolution time, client satisfaction, implementation success rate, post-go-live defect rate), prepare reports, and present to upper management.
• Collaborate with other departments (development, projects, QA, infrastructure, sales/accounts) to ensure alignment, smooth handovers, and integrated workflows.

5. Client & Stakeholder Communication

• Serve as main point of contact for escalations, client concerns, and high-level support or implementation issues.
• Conduct regular client reviews (especially key accounts), gather feedback, and lead continuous improvement initiatives.
• Provide status updates, risk assessments, and project/progress reports to clients and senior management.