About PureCS
PureCS is part of the PureHealth Group and plays a key role in supporting technology and shared services across the organisation. We work closely with multiple business units to deliver solutions that support healthcare excellence in the region.
Job Purpose
The ERP Service Delivery Manager is responsible for managing the end-to-end service delivery, project execution, operational governance, and continuous improvement of the ERP landscape, with primary focus on Oracle Fusion and related enterprise platforms.
The role ensures that ERP services are delivered in a structured, reliable, and business-aligned manner across support, enhancements, releases, and projects.
The incumbent is expected to provide strong leadership across cross-functional teams, manage stakeholders effectively, govern vendor performance, and ensure high service quality and delivery discipline across the ERP practice.
This position requires a candidate with strong project management capability, recognized project management certifications, and proven experience in enterprise ERP delivery and service operations.
Key Roles and Responsibilities
1. Service Delivery Management
- Manage end-to-end ERP service delivery across incidents, service requests, problem management, enhancements, and releases.
- Ensure stability, availability, and performance of ERP services in line with business expectations and agreed service levels.
- Establish and maintain effective service governance, reporting mechanisms, escalation paths, and review forums.
- Monitor operational KPIs, ticket backlog, aging, recurring issues, and service risks, and drive corrective actions.
- Ensure smooth transition of projects and enhancements into business-as-usual support.
2. Project Management
- Lead ERP projects, enhancements, and change initiatives from initiation through closure.
- Prepare and manage project plans, milestone trackers, RAID logs, dependency management, cutover plans, and status reports.
- Coordinate business, IT, vendors, and support teams to ensure timely and quality delivery of project outcomes.
- Track project progress and manage scope, schedule, risks, issues, and resource alignment effectively.
- Ensure proper go-live readiness, hypercare planning, and delivery closure governance.
3. Stakeholder Management
- Act as a key contact point for ERP-related delivery and service matters across business and IT stakeholders.
- Build strong working relationships with business leaders, process owners, functional heads, and technology teams.
- Manage business expectations, priorities, escalations, and service commitments professionally and transparently.
- Provide regular management updates, dashboards, governance reports, and leadership summaries.
4. ERP Functional and Delivery Oversight
- Oversee the delivery and support of Oracle Fusion modules and related ERP capabilities, including Finance, Procurement, SCM, HCM, WMS, ERP, reporting, and integrations.
- Ensure coordinated delivery across functional, technical, integration, reporting, and support workstreams.
- Promote solution standardization, process discipline, documentation quality, and maintainable delivery practices.
- Support business transformation objectives through effective ERP enablement and service improvements.
5. Governance, Risk, and Compliance
- Maintain governance over ERP support, project delivery, change requests, and releases.
- Own and maintain project and service risk registers, issue logs, action trackers, and mitigation plans.
- Ensure compliance with organizational policies, IT controls, audit requirements, cybersecurity practices, and change management standards.
- Participate in CAB reviews, service reviews, project governance meetings, and audit discussions as needed.
- Ensure proper documentation of delivery, support, testing, and transition artifacts.
6. Vendor and Partner Management
- Manage implementation partners, support vendors, consultants, and external service providers engaged in ERP delivery.
- Review deliverables, timelines, effort estimates, resource quality, and overall vendor performance.
- Conduct regular service and project review meetings with vendors and ensure accountability against agreed commitments.
- Escalate and resolve delivery or service concerns with external partners in a timely manner.
7. Team Coordination and Delivery Enablement
- Coordinate internal ERP resources and cross-functional teams to ensure delivery alignment and operational discipline.
- Support team planning, prioritization, capability development, and knowledge transfer practices.
- Promote accountability, collaboration, and delivery excellence across all ERP workstreams.
8. Continuous Improvement
- Identify and drive opportunities to improve ERP service quality, reduce recurring issues, optimize business processes, and strengthen user experience.
- Support quarterly release readiness, testing planning, and business adoption activities.
- Drive operational maturity through reporting, analytics, root cause analysis, and service improvement initiatives.
Key Accountabilities
- End-to-end ERP service delivery management
- Successful ERP project and enhancement execution
- Stable production support and service performance
- Effective stakeholder and vendor management
- Strong governance, compliance, and risk control
- Quality of project planning, reporting, and execution
- Continuous improvement of ERP delivery and support model
Qualifications
Education
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Finance, Engineering, or related discipline
- Master's degree or MBA is preferred
Professional Certifications
- PMP certification is mandatory or strongly preferred
- Additional certifications such as PRINCE2, Agile, Scrum, ITIL, or equivalent are highly desirable
- Oracle Fusion certification will be an added advantage
Experience
- Minimum 10 years of experience in ERP or enterprise applications delivery and support
- Minimum 5 years of experience in Oracle Fusion service delivery, ERP operations, or project management leadership roles
- Proven experience in managing ERP projects end to end
- Strong experience in service delivery governance, issue management, stakeholder communication, and vendor coordination
- Experience in handling enterprise-scale or multi-entity ERP environments is preferred
- Experience in regulated, healthcare, government, or large corporate environments is an advantage
Technical and Functional Competencies
- Good understanding of Oracle Fusion application landscape
- Strong knowledge of ERP delivery lifecycle including requirements, design, testing, deployment, hypercare, and support
- Understanding of Finance, SCM, Procurement, HCM, reporting, integrations, and support models
- Knowledge of project governance, release management, and service management practices
- Familiarity with ITSM processes and tools
Behavioural Competencies
- Strong leadership and ownership
- Excellent planning and organizing skills
- Strong project management discipline
- Effective stakeholder management
- Strong written and verbal communication
- Problem-solving and decision-making ability
- Ability to manage pressure, priorities, and escalations
- Collaborative and result-oriented mindset
Key Performance Indicators
- Project delivery as per approved timelines and scope
- SLA achievement across ERP support services
- Reduction in recurring incidents and backlog aging
- Quality and timeliness of governance reporting
- Stakeholder satisfaction levels
- Vendor performance against commitments
- Audit compliance and control adherence
- Release success and production stability
Authority Level
- Manage and coordinate ERP delivery and support activities across internal and external teams
- Escalate risks, issues, and delivery concerns to Senior Manager ERP where required
- Recommend prioritization, improvement actions, and governance decisions related to ERP delivery and services
- Review vendor outputs and enforce delivery accountability within approved governance structure
Working Relationships
Internal
- Senior Manager ERP
- Functional Leads
- Technical Leads
- Business Process Owners
- PMO
- IT Infrastructure
- Information Security
- Internal Audit
- Finance, SCM, HR, Procurement, and Operations stakeholders
External
- Oracle
- Implementation partners
- AMS providers
- Third-party vendors and consultants
Success Profile
The successful candidate will be a structured and delivery-focused ERP leader with strong Oracle Fusion exposure, excellent project management capability, and the maturity to manage both day-to-day service operations and strategic ERP initiatives.
The role demands a high level of ownership, discipline, stakeholder confidence, and execution excellence.
