ERP Support Team Manager (Team Leader)

Summary

The ERP Support Team Manager oversees the daily operations, configuration, and continuous improvement of the company’s Enterprise Resource Planning (ERP) system. This role ensures that the ERP platform (Dynamics 365 and integrated tools such as Power BI) operates effectively, supports business needs, and enables decision-making through reliable data and reporting. The manager leads the ERP support team, coordinates with functional and technical stakeholders, and acts as the main liaison with ERP vendors.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and supervise the ERP Support Team (Functional Analysts, Reporting Specialists, System Admins, Super Users).
• Define team objectives, assign responsibilities, and monitor performance.
• Build internal ERP capabilities to reduce dependency on external vendors.
• Establish SLAs and ensure timely support for ERP users across departments.

ERP Operations & Support

• Oversee day-to-day ERP operations, ensuring uptime, user access, and security compliance.
• Manage issue resolution (user tickets, troubleshooting, vendor escalation).
• Monitor data integrity, workflows, and role-based access controls.
• Coordinate ERP updates, patches, and testing before deployment.

System Configuration & Development

• Ensure correct configuration of modules (Finance, Sales, Procurement, HR/Payroll, etc.).
• Manage business process automation and workflow development.
• Supervise integration of ERP with other platforms (Power BI, banking, AI reporting tools).
• Support configuration for both profit-making company and non-profit program accounting requirements.

Reporting & Analytics

• Ensure management receives accurate, timely dashboards and reports (financial, operational, HR, program-specific).
• Oversee development of Power BI dashboards and AI-driven reporting tools.
• Align ERP reports with IFRS, donor, and internal management reporting standards.

Governance, Security & Compliance

• Define and enforce ERP governance policies and user protocols.
• Ensure data privacy, backup, and disaster recovery protocols are in place.
• Collaborate with IT/Infra team on cybersecurity and server management.
• Maintain documentation of ERP processes, workflows, and configurations.

Vendor & Stakeholder Management

• Act as the primary contact with ERP vendors (e.g., Fanisitech).
• Negotiate SLAs, support contracts, and training programs.
• Collaborate with Finance, HR, and Operations leadership to align ERP with evolving business needs.
• Ensure ERP projects are delivered on time and within budget.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Finance, or related field; Master’s preferred.
• Minimum 7–10 years’ experience in ERP systems (preferably Microsoft Dynamics 365).
• Proven experience in managing ERP implementations, support teams, or ERP operations.
• Strong knowledge of business processes in finance, procurement, HR, and operations.
• Technical skills in ERP configuration, reporting (Power BI, SQL/DAX), and data integrations.
• Strong leadership, vendor management, and communication skills.
• Experience with multi-entity ERP structures and non-profit/profit accounting is an advantage.

Reports to: Chief Financial Officer (CFO)