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