Sage Enterprise Team Manager

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

The Sage X3 Team Manager – Optimization Team will lead a team of Sage X3 professionals focused on helping existing clients get more value from their technology investments.

The Optimization Team supports clients after go-live through targeted initiatives such as business process assessments, workflow improvements, automation, reporting and dashboard enhancements, system utilization reviews, data-quality improvements, and process documentation.

This role combines people leadership, service delivery, client engagement, and commercial responsibility . The Team Manager will oversee the team’s portfolio of client requests and engagements from intake and prioritization through assessment, scoping, delivery, and closure.

The Team Manager will also serve as the first point of escalation for Optimization Team engagements and will maintain visibility into team capacity, workload, case aging, service levels, delivery risks, and client dependencies.

Working closely with Client Experience Managers, Client Program Managers, consultants, and Sage X3 practice leadership, this leader will identify opportunities to improve client environments, develop appropriately scoped engagements, and ensure clients receive practical and measurable value from their Sage X3 investment.

Job Responsibilities

Team Leadership & Performance Management

- Lead, coach, and develop a team of Sage X3 professionals while effectively managing utilization, capacity, workload, and time-off coverage.

- Establish clear expectations for quality, responsiveness, documentation, client communication, and ownership.

- Conduct regular one-on-one meetings and provide ongoing coaching, feedback, and professional development support.

- Lead quarterly and annual performance conversations and address performance opportunities in a timely manner.

- Monitor individual and team performance across key measures including utilization, billable hours, service revenue, case volume, backlog, case aging, SLA achievement, and client satisfaction.

- Partner with Sage X3 leadership to strengthen the team’s functional, technical, consulting, and client-management capabilities.

- Promote knowledge sharing, reusable solutions, consistent delivery practices, and collaboration across the Sage X3 practice.

- Foster a positive and accountable team culture centered on curiosity, ownership, collaboration, and measurable client outcomes.

Optimization Operations & Service Delivery

- Manage the complete portfolio of Optimization Team requests, including intake, prioritization, assignment, assessment, scoping, scheduling, delivery, and closure.

- Ensure work is aligned with consultant skills, availability, development goals, client needs, and the complexity and urgency of each request.

- Manage established Service Level Agreements and ensure consistent responsiveness across the team.

- Maintain visibility into capacity, unassigned work, upcoming commitments, case aging, delivery risks, client dependencies, and blocked activities.

- Conduct regular portfolio and backlog reviews to confirm priorities, rebalance assignments, remove obstacles, and prevent client requests from becoming inactive or overdue.

- Ensure engagements are appropriately documented, including business needs, current-state challenges, recommendations, assum