ERP & IT Service Delivery Manager

GENCODE SDN BHD; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading technology and ERP service provider in Malaysia is seeking an experienced ERP & IT Service Delivery Manager. This role involves overseeing the strategic planning and implementation of Infor ERP while ensuring seamless IT service delivery across customers. Candidates should possess a strong background in vendor management, project governance, and IT operations. The ideal applicant will have over 10 years of experience in ERP management, with a minimum of 5 years in Infor ERP, alongside related certifications. Competitive salary and growth opportunities are offered.

Benefits

Competitive salary

Growth opportunities

Qualifications

• Minimum 10 years of ERP and IT management experience.
• At least 5 years in Infor ERP environment.
• Certifications in Infor ERP, PMP, ITIL, or Service Management preferred.

Responsibilities

• Lead Infor ERP governance and manage data integrity.
• Analyze and improve end-to-end business processes.
• Develop and monitor Service Level Agreements and Key Performance Indicators.

Skills

Infor ERP

IT service delivery

Project governance

Vendor management

Stakeholder communication

Education

Bachelor’s or Master’s Degree in Information Systems, Computer Science, or Business Administration

Tools

Infor ION

Birst

SQL

APIs

Job description

Overview

The ERP & IT Service Delivery Manager is responsible for leading the strategic planning, implementation, and continuous optimization of Infor ERP and ensuring seamless IT service delivery across customers.

This role acts as a bridge between enterprise systems and business operations, overseeing the Infor ERP platform as the backbone of manufacturing, sales, parts, and dealer networks — while ensuring all IT services meet performance, reliability, and security expectations for both internal users and external dealer partners.

Key Responsibilities

1. ERP Strategy, Governance & Alignment

Define and execute the ERP Master Plan, aligning with business objectives and HLYM’s Industry 4.0 transformation roadmap.

Lead Infor ERP governance, ensuring data integrity, access controls, compliance, and standardization across business units.

Partner with divisional heads (Manufacturing, Finance, Parts, Sales & Service) to align ERP deliverables with operational KPIs.

Collaborate with GenCode IT and Group IT for seamless integration between Infor ERP, SaaS dealer systems (GBiz, GOps), and other enterprise platforms.

Lead Infor ERP full lifecycle management, including requirement gathering, design, testing, deployment, and post-go-live optimization.

Oversee customization, configuration, and integration with other enterprise systems (CRM, WMS, MES, DMS, eCommerce).

Manage upgrades, patches, and performance tuning to ensure system stability and scalability.

Enable advanced reporting and analytics via Infor ION, Birst, or data warehouse environments to drive data-driven decisions.

3. Business Process & Digital Transformation

Analyze and improve end-to-end business processes across manufacturing, logistics, procurement, finance, and after-sales operations.

Implement automation and digital workflows to increase efficiency, accuracy, and cost-effectiveness.

Support AI and rule-based automation initiatives such as Auto Replenishment, Dealer Credit Controls, Predictive Inventory, and Smart Workshop enablement.

Ensure Infor ERP aligns with HLYM Smart Factory and Industry 4.0 objectives for integrated production and supply chain intelligence.

4.Client IT Service Delivery Management

Serve as the primary IT service interface for all internal divisions and external dealer/partner clients using ERP, SaaS, and digital platforms.

Develop and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and escalation frameworks.

Coordinate incident, problem, and change management to ensure minimal downtime and consistent user satisfaction.

Lead ITIL-aligned service delivery operations, including service desk, infrastructure coordination, and application support.

Establish a Client Service Management Framework to support dealer networks, ensuring reliable, secure, and efficient system access.

Work closely with cybersecurity, infrastructure, and application teams to maintain high availability and compliance standards.

Lead and mentor a cross-functional ERP and IT service delivery team (analysts, developers, support specialists).

Manage ERP & IT Service Delivery Center of Excellence (CoE) focusing on process consistency and continuous improvement.

Implement training, documentation, and user support programs to improve adoption and system literacy across all business units.

Promote a culture of proactive service, innovation, and accountability.

6. Vendor, Partner & Stakeholder Management

Manage vendor and partner relationships with Infor, implementation partners, managed service providers, and digital solution vendors.

Oversee vendor performance and ensure compliance with contractual SLAs and service delivery expectations.

Act as the liaison between management, Group IT, GenCode SaaS, and ecosystem partners for all ERP and service delivery initiatives.

Strong expertise in Infor ERP (LN, M3, or CloudSuite Industrial/SyteLine) implementation and optimization.

Proven experience managing IT service delivery operations in complex multi-site environments.

Deep understanding of manufacturing, supply chain, finance, and dealer network processes.

Hands-on experience with Infor ION, Birst, SQL, APIs, middleware integration, and reporting frameworks.

Strong project governance, vendor management, and leadership skills.

Excellent stakeholder communication and problem-solving capabilities.

Familiarity with ITIL, ISO 27001, and cybersecurity best practices.

Qualifications & Experience

Bachelor’s or Master’s Degree in Information Systems, Computer Science, or Business Administration.

Minimum 10 years of ERP and IT management experience, with at least 5 years in Infor ERP environment.

Proven track record in ERP transformation and IT service delivery leadership.

Certifications in Infor ERP, PMP, ITIL, or Service Management preferred.

Background in automotive, manufacturing, or supply-chain industries advantageous.

Job Insights

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Your application will include the following

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as an Information Technology Service Delivery Manager?
• Have you worked in a role where you were responsible for vendor management?
• How many years' experience do you have with change management?

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