ERP Support Lead

Wayne Farms LLC; Georgia; On-site; USD 120,000 - 160,000; Full time

Job summary

Wayne-Sanderson Farms is seeking an ERP Support Lead to oversee external vendor and MSP teams responsible for ERP platforms and enterprise applications. You will manage day-to-day delivery, align resources, handle priorities, escalations, and performance to ensure reliable operations and timely enhancements.

The role requires extensive ERP experience, proven vendor management, and the ability to translate business needs into actionable objectives.

Qualifications

• Eight+ years of experience in ERP support, business applications support, IT service management, or related technology operations.
• Minimum of three (3) years coordinating external vendor teams, MSPs, or third-party application support resources.
• Experience using Jira Service Management, ServiceNow, Zendesk, or equivalent tools.
• Experience in manufacturing, food production, poultry/protein, supply chain, finance, operations, or related environments preferred.
• Experience with ERP modernization, stabilization, hypercare, or large-scale enterprise transformations preferred.
• Experience governing multi-location, multi-shore, offshore, or distributed vendor support teams preferred.

Responsibilities

• Oversee day-to-day ERP and enterprise application support delivered by external vendors and MSPs, including incident management, service requests, enhancements, backlog management, prioritization, escalations, and operational reporting.
• Serve as the primary operational leader and escalation point for assigned application areas, coordinating with business stakeholders, internal IT teams, functional subject matter experts, vendors, and leadership to drive timely issue resolution.
• Oversee vendor staffing coverage, resource allocation, queue management, scheduling, and capacity planning to ensure reliable support and timely execution of issue resolution, enhancements, testing, and stabilization activities.
• Vendor Management & Performance: Manage vendor and MSP performance by establishing expectations, assigning and validating work, monitoring progress, reviewing deliverables, addressing gaps, and ensuring alignment with priorities.
• Develop dashboards, reports, and operating reviews that communicate vendor performance, service health, risks, recurring issues, and improvement opportunities to IT leadership.

Skills

ERP support

Vendor management

Service delivery

IT service management

Stakeholder management

Analytical thinking

Education

Bachelor's degree in IT/CS/IS/Business

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

Job Summary

The ERP Support Lead oversees and directs the external vendor and managed service provider teams responsible for assigned enterprise applications, ERP platforms, and functional application areas. This role manages day-to-day vendor delivery, resource alignment, priorities, escalations, service performance, and coordination across business and IT stakeholders to ensure reliable operations, effective issue resolution, and successful delivery of enhancements. The position translates business needs into clear vendor work objectives, monitors execution against established expectations, and partners with internal stakeholders and external providers to maintain a stable, scalable, and supportable enterprise application environment.

Job Responsibilities

ERP Application Support & Service Delivery Oversee day-to-day ERP and enterprise application support delivered by external vendors and managed service providers, including incident management, service requests, enhancements, backlog management, prioritization, escalations, and operational reporting. Serve as the primary operational leader and escalation point for assigned application areas, coordinating with business stakeholders, internal IT teams, functional subject matter experts, vendors, and leadership to drive timely issue resolution. Oversee vendor staffing coverage, resource allocation, queue management, scheduling, and capacity planning to ensure reliable support and timely execution of issue resolution, enhancements, testing, and stabilization activities. Ensure vendor readiness for application releases, upgrades, enhancement deployments, integrations, stabilization periods, hypercare events, and transition to steady-state operations. Vendor Management & Performance Manage vendor and managed service provider performance by establishing expectations, assigning and validating work, monitoring progress, reviewing deliverables, addressing service gaps, and ensuring alignment with business and IT priorities. Monitor vendor service performance, including case volume, backlog, aging, response and resolution times, reopened tickets, enhancement throughput, quality trends, SLA compliance, and customer satisfaction. Coordinate vendor activities related to work assignment, escalation, scope adherence, performance reviews, knowledge transfer, training needs, and corrective action planning. Develop dashboards, reports, and operating reviews that communicate vendor performance, service health, risks, recurring issues, resource needs, and improvement opportunities to IT leadership.

Experience

Eight+ years of experience in ERP support, business applications support, IT service management, enterprise application delivery, vendor-managed services, or related technology operations. Minimum of three (3) years of experience coordinating, governing, or managing external vendor teams, managed service providers, implementation partners, functional support resources, or third-party application support teams. Experience managing day-to-day service delivery, support queues, priorities, escalations, enhancements, vendor resource assignments, and stakeholder communications. Experience using IT service management or ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or equivalent tools. Experience supporting ERP systems, enterprise applications, integrations, and related business processes. Experience in manufacturing, food production, poultry/protein, supply chain, finance, operations, or other complex operational environments preferred. Experience with ERP modernization, stabilization, hypercare, managed services, or large-scale enterprise transformation initiatives preferred. Experience governing multi-location, multi-shore, offshore, or distributed vendor support teams preferred.

Knowledge, Skills and Abilities

Strong knowledge of ERP and enterprise application support, service delivery, integrations, and related business processes. Strong vendor management skills with the ability to establish expectations, monitor delivery, address performance gaps, and drive accountability across third-party resources. Ability to interpret service metrics, identify trends and recurring issues, and translate operational data into practical corrective actions and continuous improvement opportunities. Strong planning and organizational skills with the ability to manage competing priorities, support demand, enhancement activity, vendor resources, and service commitments across multiple functions and locations. Strong customer focus with the ability to balance user needs, operational stability, vendor accountability, service quality, and organizational priorities. Strong analytical, problem-solving, and process-improvement skills with the ability to identify root causes and recommend system, process, training, or automation solutions. Strong written and verbal communication and stakeholder-management skills, including the ability to manage escalations, resolve competing priorities, and influence outcomes across internal and external stakeholders without direct supervisory authority. Ability to work independently, exercise sound judgment, maintain confidentiality, and collaborate effectively with IT, business partners, vendors, and leadership.

Supervisor Responsibilities

This role is a Leader of People with responsibility for directing and overseeing external vendor and managed service provider resources supporting assigned ERP and enterprise application areas.

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field from an accredited institution required.

Work Environment

While performing the duties of this job, the employee is exposed to typical risks of injury in an office environment. Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must adhere to the company’s Code of Conduct and all other policies.

Safety Requirements

Follows all departmental and company safety policies and programs.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

A career that makes an amazing difference starts at Wayne-Sanderson Farms.

Formed from two leading poultry companies with humble roots in farm supply and feed manufacturing, Wayne-Sanderson Farms is built on over a century’s worth of industry expertise and excellence in operation.

Our family at Wayne-Sanderson Farms is now more than 26,000 team members and over 2,000 family farmers strong, and still growing as the nation’s third largest poultry producer.

By starting your career with a leader in the industry, you can develop your skills in a wide variety of operations while enjoying unique benefits such as our professional development opportunities.

Make an impact on a global scale by feeding a growing world with Wayne-Sanderson Farms