ERP Lead

 Main Purpose of the Role  

The ERP Lead ensures the stable operation, support, and continuous improvement of the ERP system. The role

manages user support, coordinates with external partners, and ensures system reliability and effective service

delivery. It is also responsible for maintaining the accuracy and integrity of data and reporting in Sage X3 in

collaboration with business users.

Main Duties

ERP Support & Operations

•  Ensure day-to-day stability, availability, and performance of the ERP system. 
• Manage first- and second-level ERP support activities an issue resolution.
• Monitor system incidents and ensure timely resolution in line with service levels. 
• Coordinate ERP upgrades, patches, and system maintenance activities. 
• Coordinate with IT infrastructure team to ensure ERP system runs effectively including availability, performance, security, and overall system stability.  

• Manage relationship with ERP support partner and ensure quality of service delivery. 
• Follow up on escalations and ensure resolution of critical issues. 
• Review performance against SLAs and drive continuous service improvement.  

•  Act as primary contact for ERP users across departments. 
• Provide guidance, troubleshooting, and functional support to end users. 
• Ensure delivery excellence across all initiatives (scope, timeline, cost, and quality). 
• Identify recurring issues and propose system or process improvements. 
• Maintain ERP documentation and user procedures for each department, ensuring processes are accurately recorded, regularly updated, and consistently applied across the organisation. 
• Ensure proper onboarding and training for new ERP users  

Data Integrity & Reporting

• Work with users to validate and maintain data quality across key processes. 
• Support the generation and validation of accurate operational and management reports. 
• Identify and resolve data discrepancies impacting reporting and decision-making.