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ERP Practice Leader
Pittsburgh, PA

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We are seeking a Global Operations Director for a Technology client. The Global Operations Director will play a pivotal role in ensuring customer satisfaction for the global enterprise and midmarket customer segment. Responsibilities span from contract signature through solution delivery and extend into the ongoing relationship post go-live. The successful candidate will lead a team responsible for delivering and supporting end-to-end software solutions centered around management information systems, offering consulting services and support to ensure business continuity for customer solutions.


This individual will be accountable for services revenue growth, team productivity and profitability, the introduction of new service offerings, and strengthening global operations to support business expansion.


Primary Responsibilities:

  • Lead solution delivery services and support teams to achieve respective revenue and margin goals, ensuring team members meet productivity goals.
  • Plan and align team skill-sets, experience, and technical know-how with segment plans and growth strategies.
  • Ensure clients achieve project success and realize the value of the solutions provided.
  • Enable customers’ business continuity through proficient support processes and methodologies.
  • Evolve customer success practices, tools, and methodologies to secure customer satisfaction post go-live and maximize customers’ maintenance value.
  • Introduce new service offerings in support of customers’ business needs, identifying and launching new lines of services business, operational capabilities, and geographic expansions.
  • Collaborate with product management, product development, and segment Leader on product roadmap and release plans that meet market and customer needs.
  • Build on project success to ensure clients recommend and continue to engage with our company.
  • Partner with sales on effective solution and delivery approach evaluation during the sales process while preparing Statements of Work.
  • Build relationships with key segment customers and serve as an escalation point to address customer needs.
  • Collaborate with other segment operational directors to identify and align best practices, ensuring a consistent and superb customer experience.
  • Partner with general management as needed on customer payments based on commercial agreements and be involved in developing, modifying, and executing company policies affecting immediate operations and potentially having company-wide effects.

Job Requirements:

Required Qualifications:

  • 8+ years of experience successfully leading service delivery teams through multi-month software system implementation and integration projects.
  • P & L management responsibility and global leadership experience.
  • Proven leadership in organizational transformations.
  • Open and reliable communications and management approach with commercial experience.
  • Completed Bachelor’s Degree in Engineering or Business-related field; Master’s Degree preferred.
  • Ability to travel up to 50%, including at times internationally.
  • Ability to work in a matrix environment with multiple key stakeholders.

Preferred Qualifications:

  • Experience leading teams delivering complex ERP projects and Project Management and PMO experience.
  • PMP certification is a plus.

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