ERP Support Lead

Job Summary: The ERP Support Lead oversees and directs the external vendor and managed service provider teams responsible for assigned enterprise applications, ERP platforms, and functional application areas. This role manages day-to-day vendor delivery, resource alignment, priorities, escalations, service performance, and coordination across business and IT stakeholders to ensure reliable operations, effective issue resolution, and successful delivery of enhancements. The position translates business needs into clear vendor work objectives, monitors execution against established expectations, and partners with internal stakeholders and external providers to maintain a stable, scalable, and supportable enterprise application environment.

Job Responsibilities:

ERP Application Support & Service Delivery

• Oversee day-to-day ERP and enterprise application support delivered by external vendors and managed service providers, including incident management, service requests, enhancements, backlog management, prioritization, escalations, and operational reporting.
• Serve as the primary operational leader and escalation point for assigned application areas, coordinating with business stakeholders, internal IT teams, functional subject matter experts, vendors, and leadership to drive timely issue resolution.
• Oversee vendor staffing coverage, resource allocation, queue management, scheduling, and capacity planning to ensure reliable support and timely execution of issue resolution, enhancements, testing, and stabilization activities.
• Ensure vendor readiness for application releases, upgrades, enhancement deployments, integrations, stabilization periods, hypercare events, and transition to steady-state operations.

Vendor Management & Performance

• Manage vendor and managed service provider performance by establishing expectations, assigning and validating work, monitoring progress, reviewing deliverables, addressing service gaps, and ensuring alignment with business and IT priorities.
• Monitor vendor service performance, including case volume, backlog, aging, response and resolution times, reopened tickets, enhancement throughput, quality trends, SLA compliance, and customer satisfaction.
• Coordinate vendor activities related to work assignment, escalation, scope adherence, performance reviews, knowledge transfer, training needs, and corrective action planning.
• Develop dashboards, reports, and operating reviews that communicate vendor performance, service health, risks, recurring issues, resource needs, and improvement opportunities to IT leadership.

Business Partnership & Enhancement Delivery

• Translate business needs, operational issues, and stakeholder priorities into clear vendor work objectives, actionable support plans, enhancement priorities, and measurable outcomes.
• Partner with business leaders and process owners across corporate functions, operations, supply chain, finance, sales, and plant locations to understand application needs, communicate priorities, and improve the user experience.
• Coordinate internal and external stakeholders to align support and enhancement activities with business requirements, application priorities, and operational needs.

Governance & Continuous Improvement

• Define, communicate, and reinforce standard support processes with external providers, including ticket handling expectations, severity definitions, escalation paths, documentation standards, release readiness, knowledge management, and service transition practices.
• Identify recurring issues, systemic trends, process gaps, and support risks and lead vendor-driven efforts to recommend root-cause resolutions, system enhancements, training, automation, and business process improvements.
• Promote strong vendor execution through effective planning, clear direction, accountability, customer focus, change awareness, and constructive conflict resolution.
• Perform additional relevant duties as assigned.

Experience:

• Eight+ years of experience in ERP support, business applications support, IT service management, enterprise application delivery, vendor-managed services, or related technology operations.
• Minimum of three (3) years of experience coordinating, governing, or managing external vendor teams, managed service providers, implementation partners, functional support resources, or third-party application support teams.

• Experience managing day-to-day service delivery, support queues, priorities, escalations, enhancements, vendor resource assignments, and stakeholder communications.
• Experience using IT service management or ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or equivalent tools.
• Experience supporting ERP systems, enterprise applications, integrations, and related business processes.
• Experience in manufacturing, food production, poultry/protein, supply chain, finance, operations, or other complex operational environments preferred.
• Experience with ERP modernization, stabilization, hypercare, managed services, or large-scale enterprise transformation initiatives preferred.
• Experience governing multi-location, multi-shore, offshore, or distributed vendor support teams preferred.ther “Experience”

Knowledge, Skills and Abilities:

• Strong knowledge of ERP and enterprise application support, service delivery, integrations, and related business processes.
• Strong vendor management skills with the ability to establish expectations, monitor delivery, address performance gaps, and drive accountability across third-party resources.
• Ability to interpret service metrics, identify trends and recurring issues, and translate operational data into practical corrective actions and continuous improvement opportunities.
• Strong planning and organizational skills with the ability to manage competing priorities, support demand, enhancement activity, vendor resources, and service commitments across multiple functions and locations.
• Strong customer focus with the ability to balance user needs, operational stability, vendor accountability, service quality, and organizational priorities.
• Strong analytical, problem-solving, and process-improvement skills with the ability to identify root causes and recommend system, process, training, or automation solutions.
• Strong written and verbal communication and stakeholder-management skills, including the ability to manage escalations, resolve competing priorities, and influence outcomes across internal and external stakeholders without direct supervisory authority.
• Ability to work independently, exercise sound judgment, maintain confidentiality, and collaborate effectively with IT, business partners, vendors, and leadership

Supervisor Responsibilities:

• This role is a Leader of People with responsibility for directing and overseeing external vendor and managed service provider resources supporting assigned ERP and enterprise application areas.

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field from an accredited institution required.
• Certifications Required: (Delete if none)

Work Environment:

• While performing the duties of this job, the employee is exposed to typical risks of injury in an office environment. 
• Duties include a typical office setting including extensive computer work, sitting or standing.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must adhere to the company’s Code of Conduct and all other policies.

Safety Requirements:

• Follows all departmental and company safety policies and programs.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.