Description
Location: Gloucester Office
Key Responsibilities:
- Lead the end-to-end service design and transition design of the new SaaS ERP solution from implementation to operational support.
- Develop and document the ERP Service Model, Service Catalogue, and Support Structure.
- Define and implement Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Experience Level Agreements (XLAs), and Key Performance Indicators (KPIs).
- Provide input into Non-Functional Requirements (NFRs), including performance, availability, scalability, resilience, security, and compliance considerations.
- Review contracts and input where necessary to ensure our requirements are adequately catered for.
- Implement service reports, including incident trends, SLAs, and system performance.
- Work closely with Finance, Group Technology, and Vendor Teams to ensure service readiness before go-live.
- Establish a Service Transition Plan, ensuring smooth handover from project teams to operational teams.
- Conduct risk assessments; define Operational Resilience; business continuity; disaster recovery (BC/DR) requirements; ensure contracted services are at a compliant level.
- Define how the day-to-day service delivery of the SaaS ERP solution will operate; ensuring operational performance meets business needs.
- Document how the ITIL-based Service Management Processes including Incident, Problem, Change, and Release Management will be adhered to in preparation for go-live.
- Work with ERP vendors to ensure adherence to contractual SLAs and support commitments.
- Look for opportunities to redefine current operational processes; drive modernization through streamlining and automation.
- Advise on opportunities for AIOps and monitoring tools to track ERP system health; performance; user experience as required.
Company Overview:
Benefact Group is a unique international financial services group made up of over 30 businesses. We are owned by a charity and are currently the UK's 3rd largest corporate donor having given away £200 million since 2016. We have ambitious plans to become the UK's number one corporate donor with strategic objectives in place to double the Group's size.
Culture & Values:
We believe it's essential to attract empower grow reward talented people offering fantastic opportunities for career personal development. Our giving ethos 135-year history diversity of what we do has enabled us to build a culture of kindness great ambition passionate people driven do better be better.
Inclusivity Commitment:
At Benefact Group we are committed creating an inclusive culture building an environment where each every one feels valued respected. We are a community made up of people with range different backgrounds abilities perspectives beliefs interests we value strength this brings us as group.
Application Encouragement:
We welcome applications from everyone. If you need any additional support during recruitment process please let us know.