We are seeking an experienced Program Manager to oversee ERP program governance, manage critical incidents, drive issue resolution, and provide executive-level communication across complex enterprise environments. The ideal candidate will have strong experience in SAP and Oracle ERP applications, stakeholder management, escalation handling, and operational governance.
Key Responsibilities :
- Manage end-to-end program governance for ERP initiatives and operational support engagements.
- Act as the primary point of contact for major incidents, critical issues, and escalations.
- Proactively identify, track, and resolve program risks, issues, and dependencies.
- Communicate incident impact, status, mitigation plans, and resolutions to senior leadership and executive stakeholders.
- Drive cross-functional collaboration among business, application, infrastructure, and support teams to ensure timely issue resolution.
- Establish and govern escalation management processes and service delivery standards.
- Monitor program health through KPIs, SLAs, governance reviews, and performance dashboards.
- Lead executive governance meetings, steering committees, and status review forums.
- Ensure adherence to compliance, audit, security, and organizational policies.
- Coordinate with SAP and Oracle ERP support teams to manage business-critical incidents and service improvements.
- Drive continuous improvement initiatives to enhance operational efficiency and service quality.
Required Qualifications :
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
- 12+ years of overall IT experience with 5+ years in Program Management or Governance roles.
- Strong experience managing large-scale ERP landscapes, including SAP and Oracle applications.
- Proven experience in incident management, problem management, and escalation handling.
- Experience communicating with senior leadership and executive stakeholders.
- Strong understanding of ITIL processes, service management, and governance frameworks.
Key Skills :
- Program Management
- Executive Stakeholder Management
- Incident & Problem Management
- Escalation Management
- SAP ERP Applications
- Oracle ERP Applications
- Governance & Compliance
- Risk Management
- Service Delivery Management
- ITIL Framework
- Leadership & Communication
- Cross-functional Team Management
- Preferred Certifications
- PMP / PgMP
- ITIL Foundation or ITIL Managing Professional
- SAP or Oracle ERP certifications (preferred)
Experience :
- 12-15+ years of IT experience
- Experience managing ERP programs, incidents, escalations, and executive communications in SAP and Oracle environments
- Key Success Factors
- Strong executive presence and communication skills.
- Ability to handle high-severity incidents and critical escalations with confidence.
- Proven track record of driving resolution across multiple teams and stakeholders.
- Deep understanding of ERP operations, governance, report, dashboards and service delivery excellence.
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