Senior Project Manager

The Sr. Project Manager will be responsible for leading ERP support operations and ensuring the successful delivery of support services across enterprise applications. This role oversees incident, problem, change, and release management processes while driving operational excellence, continuous improvement, and stakeholder engagement. The ideal candidate will have extensive ERP experience, strong leadership capabilities, and a proven track record managing support teams in onshore/offshore delivery models.

Key Responsibilities

• Oversee ERP support operations, including incident management, problem management, change management, and release management activities.
• Lead and mentor support teams to ensure efficient issue resolution and adherence to service level agreements (SLAs).
• Coach team members on support processes, operational procedures, and best practices.
• Identify opportunities for problem management initiatives and drive implementation of preventive measures.
• Lead continuous improvement efforts to reduce recurring incidents, improve service quality, and increase operational efficiency.
• Identify and implement automation opportunities to enhance support operations and drive innovation.
• Mentor team leads and support personnel to ensure accountability and timely resolution of support requests.
• Monitor and ensure compliance with project SLAs, KPIs, and operational performance targets.
• Ensure adherence to SOX controls, change management processes, and organizational governance requirements.
• Prepare and present project status reports, operational metrics, and performance dashboards to client and internal stakeholders.
• Develop an understanding of business processes and prioritize support activities based on business impact and operational needs.
• Collaborate with business stakeholders, IT teams, and leadership to address issues and support business objectives.
• Maintain support documentation, operational procedures, runbooks, and known error databases.
• Represent the functional area during internal and external audits and support compliance-related activities.
• Manage risks, escalations, resource planning, and stakeholder communications throughout support engagements.
• Foster a culture of accountability, customer focus, and continuous improvement within the support organization.

Required Qualifications

• 10+ years of experience working on ERP projects as a Functional Consultant, Business Analyst, or related ERP role.
• 3+ years of experience serving as a Project Manager within ERP environments.
• 3+ years of experience managing ERP support operations within an onshore/offshore delivery model.
• 3+ years of experience supporting manufacturing industry operations and business processes.
• 3+ years of experience working with Baan 5c, Infor LN, SAP, Oracle ERP, or similar enterprise resource planning platforms.
• Strong understanding of incident management, problem management, change management, release management, and service delivery processes.
• Experience managing service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
• Knowledge of SOX compliance requirements and change governance processes.
• Strong leadership, team management, coaching, and mentoring skills.
• Excellent communication, presentation, stakeholder management, and problem-solving skills.
• Ability to work onsite at the client location in San Diego, CA.
• Bachelor’s degree in Computer Science, Business, Information Systems, or a related field.

Preferred Qualifications

• Experience with Infor LN or Baan ERP environments.
• Experience managing large-scale ERP support programs within manufacturing organizations.
• Experience leading continuous improvement, automation, and operational transformation initiatives.
• Familiarity with ITIL-based support and service management practices.
• Experience supporting internal and external audit activities.

Certifications

• Project Management certifications such as PMP, PRINCE2, or equivalent preferred.