Job
- Level
- Lead
- Location
- Karlsruhe
- Working Model
- Hybrid, Onsite
- Job Field
- IT, BI, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you will lead the international ERP support organization, drive the continuous development of the service portfolio, and ensure high service quality through KPIs.
Job Technologies
Your role in the team
- As a Senior Lead Managed ERP Support (m/f/d), you will bear overall responsibility for the support organization of our ERP solutions and position software support as a strategic enabler for our customers' success.
- You report to the Forterro Global Lead Support and are part of the Abas Senior Leadership Team.
- At the core of your role is software support for the ERP solutions Abas ERP, myfactory, and Proffix.
- With these solutions, we support medium-sized companies in efficiently managing, digitizing, and sustainably developing their business processes along the entire value chain.
- This ensures that our customers receive a consistently high level of service across all brands and touchpoints, and that support is perceived as an integral part of the customer lifecycle.
- Furthermore, you drive the transformation of the support organization in line with Forterro's cloud strategy - with scalable international structures, self-service offerings, AI-supported support models, and new paid support tiers.
- You lead a distributed team of around 20 to 25 employees across multiple countries.
- You assume overall responsibility for the support organization with a focus on 1st- and 2nd-level software support across multiple locations and countries.
- There you ensure compliance with SLAs, high service quality, and efficient ticket processing – managed through clearly defined KPIs (e.g., CSAT, SLA adherence, resolution times, backlog health).
- You clearly distinguish software support from infrastructure and platform topics and work closely with Cloud Operations to ensure seamless end-to-end service delivery.
- In escalations and Priority-1 incidents, you take the helm, represent the support organization globally, and act confidently towards internal and external stakeholders, including senior executives.
- You continuously develop the service portfolio (support tiers, self-service, AI-assisted support, etc.) and contribute to SLAs, contractual content, and commercial frameworks.
- Additionally, you are responsible for budget and cost control within the support organization and ensure that service quality, customer satisfaction, and economic efficiency remain balanced.
- Together with Finance, Sales, and Services, you refine commercial models for support services (e.g., premium support tiers) and ensure that they are both customer-oriented and profitable.
- Based on ITIL-oriented best practices, you design, implement, and improve processes (Incident, Problem, Change, Knowledge Management) while considering compliance and security requirements.
- As a leader, you coach and develop your team and team leads - including responsibility for recruiting, onboarding, performance management, succession planning, and talent development.
- You actively shape the culture and collaboration by promoting a customer-oriented, data-driven, and collaborative working style, and by supporting your team through change processes.
- You actively build and maintain close relationships with key stakeholders (R&D, Cloud Operations, Professional Services, Sales, Partners, international Support Teams).
- In collaboration with offshore and global support teams, you ensure efficient, high-quality ticket processing and establish global best practices.
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Our expectations of you
Qualifications
- You have demonstrably led transformation initiatives (e.g., Cloud Shift, Self-Service, AI-supported Support, new Support Tiers) and successfully implemented new ways of working.
- You handle KPIs and operational metrics (e.g., CSAT, NPS, SLA adherence, resolution times, backlog health) confidently and actively use them to manage performance and inform decision-making.
- Strong leadership, communication, and stakeholder management skills enable you to engage on equal footing with senior executives, clients, partners, and internal teams.
- An entrepreneurial mindset with a high degree of personal responsibility, resilience, and pragmatism, as well as the motivation to build and develop a high-performing, committed organization, complete your profile.
- You naturally possess near-native German language skills and excellent spoken and written English skills; additional languages are a plus.
- Finally, you are prepared to work predominantly in Germany (preferably in the Karlsruhe area) and to operate effectively in an international, distributed environment.
Experience
- You have several years of leadership experience in ERP support or a comparable professional/managed services environment, ideally with responsibility for international or distributed teams.
- A deep understanding of software support processes (1st/2nd level), cloud/SaaS environments, and modern support tools characterizes you; additionally, you have experience in designing and optimizing ITIL-oriented processes.
- Experience working with offshore and global support teams - ideally with responsibility for nearshore/offshore models - you also bring along.
- Additionally, you have proven experience in leading teams through change management processes (e.g., reorganization, introduction of new roles/working methods) and in engaging employees for change.
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What we offer
- You will take on a key role in an international software group and actively shape the future of our ERP support.
- A high degree of design and decision-making freedom within clearly defined goals, as well as great trust in your working methods, provide you with the framework to truly make a difference.
- Flexible working hours and the option for remote work (hybrid model) support a balanced work-life balance.
- You work in a collegial, international environment with flat hierarchies, short decision-making paths, and a strong team spirit.
- Close, collaborative partnership with senior leadership, R&D, Cloud Operations, Professional Services, Sales, and international support teams enables you to have a real impact on products, services, and customer experience.
- Individual training programs, leadership initiatives, and regular workshops help you to specifically develop your professional and personal strengths.
- A competitive compensation package with attractive additional benefits that reflects the responsibility and seniority of the role completes the offer.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics You Will Work On
Job Locations
About Your Employer
Forterro
Forterro is a pan-European software company specializing in the development of ERP solutions for the industry. The company serves over 25,000 customers and employs more than 2,500 staff at numerous locations across Europe.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Senior Lead Managed ERP Support
- Location
- Karlsruhe
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
