ERP Support Head

The ERP Support Head is a senior leadership role responsible for overseeing the end-to-end support, maintenance, and continuous improvement of Robosol Software's ERP platforms and enterprise solutions portfolio. The incumbent will lead a team of ERP professionals, serve as the escalation point for complex system issues, and act as the primary liaison between technical support teams, clients, and internal business stakeholders. This role demands a balance of deep technical ERP expertise, strong service delivery discipline, and the ability to lead and develop high-performing teams., Leadership & Team Management

• Lead, mentor, and manage the ERP support team including analysts, consultants, and helpdesk technicians.

• Set clear performance goals, conduct regular reviews, and drive individual and team development.

• Foster a culture of accountability, knowledge sharing, and continuous improvement within the team.

• Manage team scheduling, leave, and resource allocation to ensure adequate support coverage at all times.

ERP System Support & Operations

• Oversee the day-to-day support operations for all ERP platforms managed by Robosol Software (e.g., Microsoft Dynamics 365 Business Central, SAP, Sage, or other applicable systems).

• Serve as the senior escalation point for critical, high-priority, and complex ERP incidents.

• Ensure all support tickets are logged, prioritised, assigned, and resolved within agreed SLA timeframes.

• Monitor system health, uptime, and performance, and proactively address potential issues before they impact business operations.

• Coordinate with development teams on bug fixes, patches, and system updates, ensuring smooth deployment with minimal business disruption.

Client & Stakeholder Engagement

• Build and maintain strong relationships with key clients and internal stakeholders.

• Conduct regular service review meetings with clients to assess satisfaction, discuss open issues, and present improvement plans.

• Translate complex technical matters into clear, business-friendly communication for non-technical stakeholders.

• Manage client expectations proactively, ensuring transparency around issue resolution timelines and system changes.

Process Improvement & Governance

• Define, document, and continuously refine ERP support processes, escalation procedures, and knowledge base articles.

• Implement and maintain ITSM frameworks (e.g., ITIL) across ERP support operations.

• Analyse support trends, recurring incidents, and root causes to drive systemic fixes and prevent recurrence.

• Produce regular reporting on support performance metrics (SLA compliance, ticket volumes, resolution times, CSAT scores) for management.

Projects & Implementations

• Contribute to ERP implementation and upgrade projects, providing support expertise during design, testing, and go-live phases.

• Collaborate with project managers and implementation consultants to ensure smooth handover from project to support.

• Manage post-go-live hypercare support periods for new implementations and major system changes.

Training & Knowledge Management

• Identify training needs within the support team and facilitate relevant upskilling programmes.

• Maintain and expand the internal ERP knowledge base, ensuring documentation is accurate, current, and accessible.

• Deliver or coordinate end-user training sessions for clients on ERP system usage and best practices.

Do you have experience in Sage?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field. (Required)

• Postgraduate qualification or Honours degree in a relevant discipline. (Advantageous)

• ITIL Foundation certification or higher. (Required)

• Microsoft Dynamics 365 certification (e.g., MB-800, MB-300) or equivalent ERP platform certification. (Strongly Advantageous)

• Project Management certification (PMP, PRINCE2, or similar). (Advantageous)

EXPERIENCE

• Minimum 7-8 years of experience in ERP support, implementation, or consulting roles.

• At least 3-4 years in a team lead or management position within an ERP or IT support environment.

• Demonstrable hands-on experience with one or more major ERP platforms:

• Microsoft Dynamics 365 Business Central / Finance & Operations

• SAP S/4HANA or SAP Business One

• Sage 300 / Sage X3 / Sage Intacct

• Oracle ERP Cloud or NetSuite

• Experience managing support SLAs, helpdesk operations, and escalation frameworks.

• Experience engaging directly with enterprise-level clients in a service delivery or account management capacity.

• Exposure to ERP implementation lifecycle (from requirements gathering through go-live and hypercare). (Advantageous)

Pulled from the full job description

• Free parking
• Company pension
• Casual dress
• Company events

Robosol Software is a forward-thinking technology company specialising in enterprise software solutions, ERP implementation, custom development, and digital transformation services. We partner with organisations across multiple industries to streamline operations, optimise workflows, and deliver measurable business value through innovative technology. Our people are our greatest asset, and we are committed to building a culture of excellence, collaboration, and continuous growth.