Director, ERP/WMS Service Delivery

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is seeking a Director of ERP/WMS Service Delivery to lead the operational excellence, support, and continuous improvement of our SYSPRO ERP and TransLution WMS platforms. As our ERP and WMS capabilities have expanded across the organization, the teams responsible for implementation, ongoing service delivery, and system integration have evolved into distinct functions. This role is responsible for leading the service delivery and integration organizations, ensuring our business-critical platforms remain stable, optimized, and aligned with operational needs.

Reporting to the Chief Information Officer, the Director of ERP/WMS Service Delivery will oversee the teams responsible for day-to-day application support, user adoption, platform performance, integrations, reporting, and continuous improvement initiatives. This leader owns the strategic roadmap for all production environments, ensuring systems are effectively maintained, enhanced, and leveraged to support business growth and operational efficiency.

Working closely with the Director of ERP/WMS Applications, who leads implementation and deployment initiatives, this role focuses on maximizing the value of existing solutions through exceptional service delivery, governance, and operational support. Success in this position requires strong partnership, clear accountability, and the ability to balance strategic planning with hands-on leadership of a high-performing team.

The ideal candidate is a collaborative technology leader who is passionate about delivering reliable, business-focused solutions. They are comfortable being accountable for system performance, user experience, and operational excellence, while working effectively with peers across a shared technology landscape to drive enterprise-wide success.

The ideal candidate will reside in the Tampa, FL or Andover, MA area.

In this role you will be responsible for the following:

Sole Ownership: Service Delivery and Support

• Own end-to-end service delivery for SYSPRO ERP, TransLution WMS, and connected systems once they are live, including incident management, request fulfillment, problem management, and escalation.
• Establish and operate service levels, response and resolution targets, and a clear escalation path that the business understands and can rely on.
• Drive down open incident volume and recurrence through root cause analysis, permanent fixes, and targeted process or configuration change.
• Own the support intake model, including triage, prioritization, and routing between service delivery, implementation, and external partners.
• Report service performance to the CIO and business leadership on a regular cadence, using measures the business recognizes.

Sole Ownership: Steady State Roadmap and Optimization

• Own the steady state roadmap for everything already in production: what is optimized, which modules and capabilities are adopted on live sites, what technical debt is retired, and when live platforms are upgraded. This roadmap is set by this role and does not require the approval of the Director, ERP/WMS Applications.
• Own the system improvement and optimization backlog for platforms already in production, prioritizing by business value so that implementation stays focused on projects.
• Partner with operations, supply chain, manufacturing, and finance leaders to identify inefficiencies and translate them into prioritized platform improvements.
• Ensure changes to the live environment are tested, staged, and released without disruption to daily operations, under the change process and change calendar this role owns.
• Track benefit realization on optimization work, so improvements are measured rather than assumed.

Sole Ownership: Communication, Documentation, and Enablement

• Own proactive communication to the business on the live estate, including planned change notices, outage communication, release notes, and service status.
• Build and maintain the documentation estate for live systems, including configuration records, process documentation, run books, and a clear, findable place for corporate information and assets.
• Maintain the documentation standard that implementation hands over against, as part of the definition of done the CIO owns, and apply it consistently in the live estate.
• Establish a single, obvious route for users to get help, so that no one has to guess where to turn.

Decision Rights: Where Applications and Service Delivery Meet

• ICP runs two roadmaps on one platform. Each has one owner, and neither owner needs the other's approval. The decisions that genuinely cannot be split are listed below, and each has a single named owner. Where this section and any other part of this document appear to conflict, this section governs.
• Implementation roadmap, owned by the Director, ERP/WMS Applications: which companies and sites go live, in what sequence, what data is migrated, and which legacy systems are retired. Service Delivery is consulted and does not approve.
• Steady state roadmap, owned by the Director, ERP/WMS Service Delivery: what is optimized on live sites, which capabilities are adopted, what technical debt is retired, and how the live estate is supported. Applications is consulted and does not approve.
• Platform version and functional blueprint, held by the Functional Architect and ratified by the CIO: one standard across live and in-flight companies, because they share one configuration. Both directors are consulted. Neither director changes the standard alone.
• Change calendar, owned by the Director, ERP/WMS Service Delivery: one integrated schedule that protects the live estate. Go-lives, cutovers, upgrades, and releases are booked into it. Implementation sets its own dates and books them in, rather than scheduling around a calendar it does not control.
• Shared specialist resources, agreed between the two directors: run capacity is protected, projects borrow by exception, and the CIO decides where the two cannot agree.
• Definition of done, owned by the CIO and agreed once with both directors: the written standard applied at every handover from implementation to service delivery. Neither director holds it over the other, and neither can change it alone.
• Working practice for both directors: meet on a standing cadence, at least monthly, to review the two roadmaps against one standard and one calendar, with decisions recorded so both teams work from the same list. Share knowledge openly, work in shared channels, and raise disagreement early rather than storing it.

Team Leadership and Capability Building

• Lead, coach, and develop the service delivery team, including the Functional Architect, the Technical and Integrations lead, the SYSPRO consultant, and the Master Data Analyst.
• Build depth deliberately, so that critical knowledge sits with more than one person and does not depend on any single individual.
• Set clear ownership for each functional and technical domain, with named primary and secondary cover.
• Bring in-house the work that should be owned internally, and use partners only where the skill is genuinely scarce or specialist.
• Own the run-side relationship with SYSPRO, TransLution, and other platform partners, covering support performance and knowledge transfer into the team, with commercial terms held by the CIO and project-side scope held by the Director, ERP/WMS Applications.

Training and Adoption

• Hold overall accountability for training and adoption across SYSPRO and TransLution, with delivery owned by the Functional Architect and functional leads.
• Establish role-based training on live functionality, so the business realizes full value from what is implemented.
• Keep the team current on the newer SYSPRO version and on TransLution, reducing reliance on outside help.
• Coordinate with implementation so that project training and steady state training are one continuous experience for the user, not two disconnected efforts.

Requirements:

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.
• 8 or more years in enterprise applications, with at least 3 years leading a service delivery, application support, or ERP operations team.
• Direct experience running a live ERP environment in a manufacturing or distribution business. SYSPRO experience is strongly preferred.
• Experience operating alongside an active implementation program, balancing run and change priorities.
• Working knowledge of ERP and WMS architecture, including modules, workflows, master data, and integration patterns.
• Practical command of IT service management disciplines, including incident, problem, change, and release management.
• Comfort reading data and reporting well enough to challenge it, including familiarity with SQL and business intelligence tooling.
• Understanding of integration technologies, electronic data interchange, and the operational risk that cross-system issues create.
• Proven ability to build and lead a team through a period of growth and structural change.
• Clear, calm communication with executive stakeholders, particularly during incidents and go-lives.
• Demonstrated success working alongside a peer director on a shared platform, respecting another owner's decision rights and resolving disagreement without escalating every difference.
• Credibility with plant, warehouse, and finance users, earned by being present and practical rather than remote.
• Experience with TransLution WMS or a comparable warehouse management platform, preferred.
• Background in chemical, coatings, building products, or a similar regulated manufacturing environment, preferred.
• Experience leading a service function across multiple operating companies or sites, preferred.
• Exposure to electronic data interchange and to integration-heavy operating environments, preferred.

Our compensation is more than a paycheck; it’s an investment in your future. Along with a competitive pay range, we offer a comprehensive benefits package designed to support your financial well-being, and personal health.

• Compensation: $150,000.00-$180,000.00 a year. Actual pay is dependent on candidates’ overall skills for the role
• Annual bonus eligible
• Progressive paid time off policy that empowers you to take the time you need to recharge
• 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
• Excellent health, dental and vision insurance packages to fit your needs
• A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.