Role Overview

The Service Manager ERP will own end-to-end service management for our client's core ERP platforms. Your mission will be to ensure stable operations, strict SLA adherence, and seamless coordination between business stakeholders, internal IT, and external vendor partners.

This role is ideal for an ITIL-aligned professional who has managed complex, multi-workplace ERP ecosystems (like SAP, Oracle, or Microsoft Dynamics) and is highly skilled at managing third-party vendor relationships.

Key Responsibilities

- Service Ownership: Lead end-to-end service operations for the enterprise ERP landscape, ensuring platform stability, high availability, and proactive system health.
- ITIL Process Management: Direct the incident, problem, and change management workflows across multiple production and non-production ERP environments.
- Escalation & Root Cause Analysis: Act as the primary escalation point for major incidents. Coordinate directly with support teams and vendors to drive comprehensive Root Cause Analysis (RCA) to eliminate recurring system issues.
- Vendor & Contract Management: Manage relationships with key ERP vendors and third-party IT service providers. Track vendor deliverables, manage support contracts, and oversee timely subscription/license renewals.
- SLA & Performance Tracking: Define, monitor, and report on key service delivery metrics.



Build and maintain performance dashboards and run periodic service reviews with leadership.
- Stakeholder Management: Act as the strategic bridge and primary point of contact for business unit leaders, translating business operational needs into structured IT support workflows.
- Continuous Improvement: Identify operational bottlenecks and lead Continuous Service Improvement (CSI) initiatives to enhance support efficiency.
- Required Skills & Experience

- Experience: 8 to 10 years of experience in IT Service Delivery, IT Service Management (ITSM), or an equivalent ERP service operations role.
- ERP Domain Expertise: Hands-on experience managing service levels for major enterprise ERP suites (such as SAP, Oracle, or Microsoft Dynamics).
- Process Frameworks: Deep practical knowledge of ITIL v3 or ITIL 4 frameworks, especially Incident, Problem, Change, and Service Level Management. (ITIL Certification is highly preferred).
- Vendor Oversight: Proven track record of managing multi-vendor IT ecosystems and driving third-party SLA accountability.
- Tools: Experience using enterprise ITSM ticketing systems (e.g., ServiceNow, Jira, Remedy) and building reporting dashboards (e.g., Power BI, Excel, or native ITSM tools).
- Communication: Exceptional communication and stakeholder alignment skills, with the ability to navigate conversations between highly technical engineers and business business executives.

📌 Service Manager - ERP (Bengaluru)
🏢 Godel Consulting
📍 Bengaluru