ERP Service Excellence

4 days ago

Mumbai, Maharashtra, India Michael Page Full time
Opportunity to work with a global LeaderOpportunity to be a part of dynamic, growth-oriented environment

About Our Client

This organization is a global leader in the chemicals and materials industry, specializing in the production of polymers, advanced plastics, and petrochemicals that are used in everyday applications across packaging, automotive, construction, and more. With a strong commitment to sustainability and innovation, it plays a pivotal role in advancing circular economy initiatives, including plastic recycling and bio-based solutions. Operating in many countries, it is known for its cutting-edge research, large-scale manufacturing capabilities, and focus on safety, operational excellence, and environmental responsibility.

Job Description

Operational Excellence: Oversee end-to-end ERP service delivery, including incident management, SLA adherence, ticket resolution, and escalation handling, ensuring seamless operations.

Data-Driven Decision Making: Leverage analytics from ServiceNow (preferred), Remedy, or similar tools to monitor KPIs, identify trends, and drive process improvements for better service efficiency.

Automation & AI Integration: Identify opportunities to implement GenAI, automation, and AI-driven solutions to enhance ERP service performance, reduce costs, and streamline workflows.

Stakeholder Management: Collaborate effectively with functional heads, analysts, and cross-functional IT teams (including non-SAP teams) to align ERP services with business objectives.

Strategic Process Improvement: Contribute to organization-wide transformation initiatives, driving continuous improvement, governance, and best practices in ERP service management.

High-Impact Individual Contributor Role: While not a people management position, this role offers high visibility and requires proactive problem-solving, leadership, and strategic thinking to enhance ERP service excellence.

The Successful Applicant

ERP Service Expertise: Strong experience in ERP operations and service delivery (SAP preferred but not mandatory), with a deep understanding of incident management, SLAs, escalation handling, and governance.

Analytical Mindset: Skilled in leveraging data analytics tools like ServiceNow (preferred), Remedy, or similar to track KPIs, drive process improvements, and make data-driven decisions.

Tech-Savvy & Innovative: Knowledge of GenAI, automation, and AI-driven solutions to enhance operational efficiency, reduce costs, and optimize service delivery.

Strategic & Problem-Solving Skills: Ability to think beyond execution, contribute to organization-wide transformation initiatives, and drive continuous improvement.

Strong Stakeholder Management: Proven ability to work cross-functionally with functional heads, analysts, and IT teams (including non-SAP teams), ensuring alignment between ERP services and business needs.

High-Impact Individual Contributor: Comfortable working in a high-visibility, strategic role without direct reports, demonstrating leadership, ownership, and proactive problem-solving.

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