Skills:
Customer Relationship Management (CRM), Azure, Microsoft Dynamics, Power Platform, ERP, Oracle Fusion, ebusiness suite, EPICOR,
JOB TITLE: Service Delivery Manager - MBA
JOB PURPOSE: To Manage Dynamics 365 finance and operations Implementation and Support
QUALIFICATION: BE/BTech/B.Sc./Diploma
EXPERIENCE: 10 - 14 Years
CERTIFICATIONS: MANDATORY (CAPM/ PMP/ PRINCE2); DESIRABLE (AGILE, SCRUM)
MANDATORY TRAININGS ATTENDED: Risk Management, EPM, Project Planners, ITSM
REPORTING TO: Director
Key Responsibilities:
RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):
Service Delivery Management:
- Oversee the end-to-end delivery of Microsoft Dynamics 365 solutions, ensuring projects are completed on time, within scope, and budget.
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to track service quality and client satisfaction.
- Continuously monitor and improve delivery processes to optimize efficiency and performance.
Team Leadership And Coordination:
- Lead cross-functional teams, including project managers, consultants, developers, and support staff, to deliver Dynamics 365 solutions.
- Provide guidance, mentorship, and performance management for team members to achieve high standards of service.
- Coordinate resource allocation and resolve conflicts to meet project and support goals.
Client Relationship Management:
- Serve as the primary point of contact for clients, building strong relationships and ensuring their needs are met.
- Conduct regular client reviews, addressing concerns, gathering feedback, and identifying opportunities for additional services or solutions.
- Act as a trusted advisor by understanding the clients business processes and providing strategic recommendations.
Project And Risk Management:
- Oversee project planning, scheduling, and execution, ensuring alignment with business objectives.
- Identify potential risks and develop mitigation plans to address them proactively.
- Ensure proper documentation of project progress, changes, and final outcomes.
Technical Expertise:
- Stay updated with the latest Dynamics 365 features, updates, and industry best practices.
- Collaborate with technical teams to ensure the solution architecture aligns with the clients business requirements.
- Drive innovation by recommending new features or enhancements to existing systems.
Financial Management:
- Manage project budgets, monitor costs, and ensure financial performance aligns with expectations.
- Prepare financial reports and forecasts for senior management and stakeholders.
CERTIFICATIONS:
- PMI - CAPM or PMP
- PRINCE 2 Foundation or Practitioner
- ITSM
MANDATORY:
TECHNICAL SKILLS / COMPETENCIES:
- 10+ years of experience in IT service delivery or project management, with at least 8 years managing Microsoft Dynamics 365 implementations or support.
- Demonstrated expertise in Dynamics 365 modules (e.g., Sales, Marketing, Customer Service, Finance, Supply Chain).
- Proven track record of managing enterprise-level clients and delivering complex IT projects.
- Strong Knowledge on:
- Project Control Tools
- Risk Management
- Microsoft Project
- Schedule Management
- Visio
- Project Planning tools.
- Risk Management tools.
Industry Knowledge On:
- Deep Understanding and exp of MS Dynamics 365 F&O implementation and projects
- Transition projects.
- AMS
MANDATORY:
SOFT SKILLS:
- Strong understanding of ITIL processes and service management frameworks.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in stakeholder management and conflict resolution.
- Analytical and problem-solving skills with attention to detail.
- Familiarity with Microsoft Azure, Power Platform, and related Microsoft dynamics technologies.
