PCG

Compensation

Full Description

Join the company that is leading the business sustainability revolution. Be a part of an incredibly talented, dedicated, industrious and creative team. At PCG our consultants, practice leaders, and customer support advocates are the best in the industry. We know that when you surround yourself with the best, you achieve success – success for our customers. PCG is a trusted provider of tailored end-to-end IT solutions that consistently and predictably deliver business sustainability. PCG is a company built on relationships, partnerships and experiences. We offer a single point of accountability. We have tremendous resources and capabilities in place to care for each and every aspect of a customer’s technology environment—from the back office to edge apps to the cloud and across the entire supply and demand chain. Whether it’s enterprise application cloud and hosting solutions or enterprise application (ERP) implementation and management, partner with our customer’s for success. Opportunity: ERP Application Support Manager The Infor, NetSuite & SmartFactory Application Support Manager provides leadership and operational oversight for a team of onshore and offshore application support professionals. This role ensures service delivery excellence, team development, and alignment with PCG Assure’s strategic objectives. Location: This is a remote role with minimal travel to customer locations when required. Core Responsibilities: Leadership & Team Management • Provide leadership and direction to the team. • Motivate and inspire team members to achieve their best performance. • Foster a positive and productive work environment. • Encourage a culture of continuous improvement within the team. • Collaborate with all levels of leadership to establish team goals and objectives. • Conduct weekly team meetings. • Address concerns and conflicts within the team. • Foster positive employee relations within the team. Performance Management • Monitor and evaluate team performance against established goals. • Provide regular feedback to team members on their performance (1:1s, Semi-Annual Performance Reviews). • Prepare and deliver merit & bonuses when employees are eligible. • Timesheets: Review, facilitate correction, approve. Training & Development • Identify training needs within the team. • Facilitate training and development opportunities for team members. • Support the growth and skill development of individual team members. Operational Excellence & Quality • Monitor and ensure the quality of work produced by the team. • Implement and enforce quality standards and procedures. • Develop and track key performance indicators (KPIs) for the team. • Prepare and present regular reports on team performance to PCG management. Resource & Task Management • Allocate tasks and responsibilities among team members based on their skills and strengths. • Delegate authority and empower team members to take on additional responsibilities. • Ensure that the team has the necessary tools, equipment, and support to perform their duties. Strategic Alignment & Continuous Improvement • Align the activities of the team with the broader organizational strategy. • Identify opportunities for process improvement and efficiency gains. • New Support customer onboarding. Key Performance Indicators (KPIs) • Achieve a minimum of 25% or above utilization; 10 billable hours/week SLA adherence for incident and request resolution. • Customer sentiment Score • Backlog age and ticket closure rates. • RCA completion within defined timelines. Core Competencies • Minimum 8 years of Infor ERP LN, CSI/Syteline, functional and technical experience • Experience in leading an ERP Application Support Team • Effective Communication and Collaboration. • Analytical Problem-Solving. • Operational Discipline and Process Adherence. • Customer Focus and Service Orientation. • Bachelor’s degree in a relevant field is required.