ERP Service Manager
2 settimane fa
About the Role
We are seeking an experienced IT Service Delivery Expert to lead our ERP services, focusing on Dynamics 365 platform management and delivery. As a key member of our IT team, you will be responsible for defining and delivering high-quality services that meet business needs, ensuring alignment with strategic objectives and ITIL best practices.
Key Responsibilities
- Lead the Dynamics 365 CoE team, overseeing global consulting services and potential future implementations, supporting a global business across 25+ countries.
- Accountable for D365 platform overall, coordinating with project delivery teams through completion of global wave rollouts.
- Ensure new services or service enhancements are aligned with business initiatives, developing and implementing service roadmaps with input from Relationship Managers, EA, and other supporting teams.
- Work closely with IT teams to plan for capacity, availability, and performance requirements for assigned services, holding internal and external suppliers accountable via formal agreements.
- Represent assigned services across the organization, defining escalation and notification procedures, and addressing problems with Problem Management.
- Populate and maintain the Configuration Management Database for services and their supporting configuration items.
- Apply ITIL processes to ensure services and products meet quality standards.
- Deliver quarterly service reviews, negotiate Service Level Agreements with business partners, and produce SLA performance metrics for assigned services.
- Develop and maintain service documentation, ensuring the service catalog for assigned services is up-to-date and accurate.
- Contribute to the continuous improvement and innovation of assigned services and products, understanding market demands and potential competing services.
About You
We are looking for an experienced IT professional with a strong background in ERP system ownership and management. You should possess excellent verbal and written communication skills, subject matter expertise in both business and technology, and experience working in a matrix environment. Leadership experience over 7+ years in an IT environment, with significant business exposure, is required. ITIL v3 Foundation Certification is also a must.
What We Offer
We provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness, including support for working families, training programs, professional development resources, and opportunities to participate in mentorship programs and employee resource groups.
Work Environment
Our team members are at the heart of everything we do. We are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. We strive to be innovative, inclusive, and supportive, providing a work environment that enables our team members to grow and thrive.
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