Head of ERP

Dalkia UK; Birmingham; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Dalkia UK is seeking an experienced Head of ERP Support on an interim basis to lead the ERP support function, primarily focused on Microsoft Dynamics 365 Business Central and 4PS Construct. You will manage incidents, changes, and backlogs while coordinating with business users, IT teams and external partners in a Birmingham-hybrid setup.

You will build a high-performing ERP support team, drive governance, releases, and deployment activities, and seek continuous improvement in processes, system

Qualifications

• Significant experience leading an ERP or business applications support function.
• Hands-on experience with Microsoft Dynamics 365 Business Central; experience with 4PS Construct would be highly advantageous.
• Strong knowledge of IT service management, incident and problem management and change governance.
• Experience managing support backlogs, software releases, upgrades, testing and production deployments.
• Experience working with external software suppliers and development partners.
• Strong stakeholder management and communication skills, with the ability to translate technical issues into clear business-focused information.
• Experience using tools such as Jira, Freshservice and Confluence.
• Excellent organisational and prioritisation skills, with a focus on service quality, governance and continuous improvement.

Responsibilities

• Leading and developing the ERP Support Team, providing clear direction, ownership and accountability.
• Managing the day-to-day support service, including incidents, service requests, problems and defects.
• Owning and prioritising ERP backlogs and Jira sprint boards, coordinating sprint planning and releases.
• Managing the end-to-end change lifecycle, from assessment and approval through to testing, deployment and documentation.
• Identifying when larger or higher-risk changes need to move into formal project governance.
• Monitoring service performance, ticket volumes, ageing and SLAs, taking action to reduce backlogs and recurring issues.
• Managing relationships with 4PS, Microsoft and other external suppliers, including escalations, performance and commercial management.
• Working closely with business stakeholders and IT teams to ensure effective communication and resolution of issues.
• Ensuring robust documentation, governance and operational controls are maintained.
• Supporting ERP transformation, integration and automation initiatives and ensuring successful transition into Business-as-Usual support.
• Identifying opportunities to improve processes, system performance, automation and the overall user experience.

Skills

ERP leadership

Microsoft Dynamics 365 Business Center

4PS Construct

IT service management

Incident & problem management

Change governance

Backlog management

Jira

Freshservice

Confluence

Stakeholder management

Production deployments

Tools

Jira

Freshservice

Confluence

Job description

About Dalkia UK

At Dalkia, we're driven by a shared purpose: tackling climate change and building a better, more sustainable future. We bring together talented people who share knowledge, challenge each other and grow together.

About Dalkia UK

At Dalkia, we're driven by a shared purpose: tackling climate change and building a better, more sustainable future. We bring together talented people who share knowledge, challenge each other and grow together.

Head of ERP Support (Interim)

Location: Birmingham/hybrid

Contract: Interim - 6 months initially

We are looking for an experienced Head of ERP Support to lead the day-to-day operation of our ERP support function, primarily supporting Microsoft Dynamics 365 Business Central, 4PS Construct and associated business applications.

This is a key operational leadership role, acting as the link between business users, internal IT teams and external technology partners. You will lead the ERP Support Team, ensuring incidents, support requests and system changes are effectively prioritised, governed and delivered.

The Role

You will take ownership of the ERP support service, ensuring strong service performance, effective backlog management and a consistent approach to change and release management.

Key responsibilities will include:

• Leading and developing the ERP Support Team, providing clear direction, ownership and accountability.
• Managing the day-to-day support service, including incidents, service requests, problems and defects.
• Owning and prioritising ERP backlogs and Jira sprint boards, coordinating sprint planning and releases.
• Managing the end-to-end change lifecycle, from assessment and approval through to testing, deployment and documentation.
• Identifying when larger or higher-risk changes need to move into formal project governance.
• Monitoring service performance, ticket volumes, ageing and SLAs, taking action to reduce backlogs and recurring issues.
• Managing relationships with 4PS, Microsoft and other external suppliers, including escalations, performance and commercial management.
• Working closely with business stakeholders and IT teams to ensure effective communication and resolution of issues.
• Ensuring robust documentation, governance and operational controls are maintained.
• Supporting ERP transformation, integration and automation initiatives and ensuring successful transition into Business-as-Usual support.
• Identifying opportunities to improve processes, system performance, automation and the overall user experience.

About You

You will be an experienced ERP, Business Systems or Application Support professional with a strong track record of leading support teams within a complex operational environment.

You will ideally have:

• Significant experience leading an ERP or business applications support function.
• Hands-on experience with Microsoft Dynamics 365 Business Central; experience with 4PS Construct would be highly advantageous.
• Strong knowledge of IT service management, incident and problem management and change governance.
• Experience managing support backlogs, software releases, upgrades, testing and production deployments.
• Experience working with external software suppliers and development partners.
• Strong stakeholder management and communication skills, with the ability to translate technical issues into clear business-focused information.
• Experience using tools such as Jira, Freshservice and Confluence.
• Excellent organisational and prioritisation skills, with a focus on service quality, governance and continuous improvement.

Desirable Experience

Experience within engineering, construction, facilities management or professional services would be beneficial, alongside knowledge of Power Platform, Power Automate, Azure, Power BI or system integrations.

ITIL or equivalent service management experience, together with experience of Agile or sprint-based delivery environments, would also be advantageous.

Our Values

People First - It starts with health, safety and wellbeing

Better Together - A collaborative team

Trusted Partners - Dedicated to our clients' success

Taking Responsibility - Making a positive difference

Equity, Diversity & Inclusion

We're committed to an inclusive and fair recruitment process. If you need any adjustments please let us know, in confidence, our team is here to support you.