Director ERP Services


The primary role entails leading all aspects of the OculusIT ERP client delivery and deliver maximum value in support of higher ed institutional goals and maintain our high-touch customer service focus.

  • Lead and manage all Client ERP Services within the parameters established by the Chief Client Officer.
  • Manage and achieve the department’s forecast, budget and reporting including P&L and performance targets (company, team and individual)
  • Create a client services organizational culture that achieves revenue targets, expense targets, client retention and billable utilization.
  • Instill the credo of “We succeed when our clients succeed”.
  • Ensure escalated issues are addressed in a timely manner and that established service levels are consistently achieved.
  • Conduct frequent meetings with stakeholders at Client locations to ensure NPS goals.
  • Work closely with product management to ensure new service packages and refinement of existing service packages.
  • Serve as OculusIT’s ERP Relationship Manager and trusted advisor and ensure customer expectations are met and exceeded.
  • Ensure service quality through alignment with goals, outcomes and expectations.
  • Validate customer success by ensuring the overall value and health of engagements.
  • Support OculusIT Sales and Marketing.
  • Engage customers and collaborate with enterprise sales managers to develop strong customer and partner relationships.
  • Coach, mentor and develop teams to scale with the growth of the company.
  • Deliver value by leading high-quality delivery of a variety of customized engagements with partners and customers.
  • Lead great people by attracting top talent to build high performing teams with superior technical depth and outstanding customer relationship skills.
  • Foster a corporate culture that promotes the highest ethical practices and encourages individual responsibility and accountability.
  • Deliver a variety of customized engagements with partners and customers.
  • Be a customer advocate and work with delivery teams to convey partner and enterprise customer feedback as input to the services roadmap.
  • Interview, recruit, retain and train employees.
  • Develop and maintain documentation (policies and procedures), SOPs and internal training materials.
  • Design, monitor, and refine work processes and procedures so that issues are resolved efficiently and by the appropriate level of staff.
  • Use industry standard measures to report and review contracts metrics.
  • Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels, etc.) and adjust resources and processes accordingly.
  • Other Duties as assigned
  • Proven experience as a higher education technology services manager
  • Excellent knowledge of higher education IT systems, applications and infrastructure
  • Background in Banner® and Colleague® ERPs
  • Solid understanding of data analysis, budgeting and business operations
  • Superior analytical and problem-solving capabilities
  • A strong strategic and business mindset
  • Excellent organizational and leadership skills
  • Outstanding communication and interpersonal abilities
  • BS/BA from an accredited 4-year institution
  • Competitive Base + Bonus