Director - ERP Delivery & Operations (Customer)

Elanco•Indianapolis, IN

4d•Hybrid

About The Position

The Director, ERP Delivery and Operations (Customer) directs the global team responsible for designing, delivering, optimizing, and supporting enterprise-grade SAP and non-SAP solutions across Elanco’s Customer domain, including Order-to-Cash and Gross-to-Net. The role partners with Product Managers, Platform teams, and functional business leaders to support critical enterprise operations and translate digital innovation into measurable business outcomes. It provides direct supervisory leadership to an onshore team and guides an extended operational team in Bangalore, India, fostering high performance, collaboration, and continuous improvement. The position oversees end-to-end ERP Customer delivery, from intake, prioritization, and capacity planning through release management and operations. It leads operational excellence across SAP S/4HANA and non-SAP customer solutions, including oversight of service levels, incident resolution, change management, and problem management. The director also manages application managed services partners, third-party providers, and software vendors, and ensures regulatory compliance, data integrity, and adherence to SOX, IT General Controls, and GxP standards. The role is based at Elanco’s Global Headquarters in Indianapolis, Indiana, in a hybrid work environment, with travel up to 10%.

Requirements

Bachelor’s degree or high school diploma/GED with an equivalent level of experience.
At least 7 years of IT experience delivering and supporting enterprise ERP solutions.
At least 2 to 3 years of direct people-management and supervisory experience leading technical teams.
Hands-on expertise delivering SAP Customer domain solutions, such as Order-to-Cash, Gross-to-Net, or S/4HANA, in regulated IT environments adhering to SOX, ITGC, and GxP compliance standards.
Proven ability to manage and mentor global teams, oversee Application Managed Services vendors, and foster cross-functional alignment across business and IT stakeholders.

Nice To Haves

Experience managing globally distributed delivery models with offshore teams and key partners, such as in Bangalore, India.
Experience with S/4HANA cloud solutions, SAP add-ons, and technical product roadmap integration with agile/product topologies.
Demonstrated experience managing operational budgets, resource allocation, and continuous service improvement using ITIL frameworks, SLAs, incident management, and problem management.
Strong executive presence, stakeholder-management, and cross-functional facilitation skills across senior business and IT leaders.

Responsibilities

Manage, mentor, and develop a high-performing, globally distributed IT team, providing direct supervisory leadership to 3 to 6 team members and guiding an extended team in Bangalore, India.
Foster a collaborative culture of trust, innovation, and shared decision-making.
Oversee end-to-end ERP Customer delivery in alignment with Product Managers, from intake, prioritization, and capacity planning through release management and operations.
Ensure alignment across platform and product teams.
Streamline delivery and operational processes across SAP S/4HANA and non-SAP customer solutions in the Order-to-Cash and Gross-to-Net domains.
Oversee service-level agreements, incident resolution, change management, and problem management; act as the primary escalation point for operational roadblocks.
Manage Application Managed Services partners, third-party service providers, and software vendors; establish delivery cadence, evaluate performance metrics, and ensure high-quality, cost-effective service execution.
Ensure regulatory compliance, data integrity, and adherence to SOX, IT General Controls, and GxP standards across ERP customer applications.
Engage business stakeholders and align technology roadmaps with strategic priorities.