Job Description

Lead end-to-end service delivery for JDE systems, including enhancements, support, and integrations. Build and maintain strong relationships with Business teams, acting as the main point of contact for service-related issues. Strategically lead internal teams, external suppliers, and technology partners to balance capacity and ensure efficient delivery without compromising quality. Drive operational excellence through SLA performance tracking, issue resolution, and continuous improvement. Track and analyze service performance metrics of vendors to identify areas for improvement and ensure service level agreements (SLAs) are met. Address and resolve any service delivery issues or escalations promptly and effectively. Lead all the ITIL Service delivery management process (incident, request, service continuity, config management, organisational change etc.) for the applications including leading effective incident management for major incidents on the JDE systems. Plan and oversee patching schedules, system upgrades, and maintenance activities to ensure platform stability and minimal disruption to business operations. Primary contact for SOX audits and any Access, security compliance for the JDE systems Oversee and be the gatekeeper for the implementation of changes to Castrol’s Keris JDE systems to ensure operational integrity. Supervise the applications health and key performance characteristics to increase performance, ensure compliance, and optimize operation. Ensure seamless integration with platforms such as Salesforce, Kinaxis, Portal, AWS Datalake etc. Collaborate with internal teams and SI partners to maintain design authority and delivery governance. Oversee budget planning, allocation, and supervising to ensure alignment with technology annual plans. Supervise financial performance, control costs, and deliver accurate reporting to support decision-making and optimize resource utilization across projects, platforms, or services.

Job Requirements