A Support Manager is responsible for ensuring that the ERP support service is meeting its Service Level Agreements (SLAs). Support teams can often be asked to implement changes, such as configuring and switching on new functionality released by the ERP vendor, and it’s the Support Manager’s job to ensure that the team have the skills to do this. They work very closely with the Product Owners, but have a different set of responsibilities that is covered by the ERP Support Manager training course.
Required Skills
Communications
Striving for customer excellence through collaborating with others, showing excellent communication skills, showing care, empathy, inclusivity, understanding and acting on customer needs.
Required Skill Level
Practitioner: Has an in-depth knowledge and understanding of the skills, applying them across the majority of complex work areas.
Leadership
Leading people and managing resources whilst overseeing and supporting operational teams. Leading effectively involves understanding the whole system, its complexity and interdependencies and how to maximise this understanding to lead the delivery of a quality service with a view on the future and vision.
Required Skill Level
Practitioner: Has an in-depth knowledge and understanding of the skills, applying them across the majority of complex work areas.
Data Use
Uses data and insight effectively to monitor operational performance and to inform problem solving, decision making, considering benefits and risks to service delivery.
Required Skill Level
Working: Actively applies knowledge and skills across a broad range of settings.
Delivery
Manages demand and resource, ensuring attention to detail and stakeholder needs are met. Taking decisions in complex environments in a timely manner balancing the risks of decision making at pace with available data and potential impacts.
Required Skill Level
Working: Actively applies knowledge and skills across a broad range of settings.
ERP Management
Manage the ERP successfully to meet the needs of the organisation. Maintains an excellent working relationship with HR and Finance leadership teams. Meets service level agreements for support. Manages system updates effectively. Delivers continuous improvement.
Required Skill Level
Practitioner: Has an in-depth knowledge and understanding of the skills, applying them across the majority of complex work areas.
ERP Configuration
This skill requires technical knowledge of how to configure the ERP to achieve the required business capability. This needs to be complemented by business knowledge of the functional area. It also requires the experience and people skills to advice customers with confidence and sensitivity.
Required Skill Level
Awareness: Has a basic knowledge and capability to apply the skills with some or limited support and guidance.