D365 ERP Support Service Delivery Manager

Job description

**Key Responsibilities** - Manage end-to-end 24x7 Dynamics 365 ERP support operations. - Govern Incident, Problem, Change, Release, and Service Request Management processes. - Ensure SLA, KPI, and contractual compliance across support engagements. - Lead customer governance calls, service reviews, and executive stakeholder meetings. - Manage customer escalations and drive timely resolution of critical issues. - Provide functional oversight across SCM, Finance, MRP, and DPA processes. - Lead cross-functional teams consisting of functional, technical, and integration consultants. - Drive continuous service improvement and operational excellence initiatives. - Implement AI-driven support capabilities such as ticket triaging, automated knowledge generation, predictive analytics, virtual agents, and Copilot-based productivity enhancements. - Own service reporting, resource planning, risk management, and customer satisfaction metrics. **Required Skills & Experience** - 10+ years of ERP experience with at least 5 years in Service Delivery or Managed Services leadership. - Strong understanding of Dynamics 365 Finance & Operations and Supply Chain Management. - Experience managing global 24x7 Application Managed Services (AMS) engagements. - Strong knowledge of Finance, SCM, MRP, and Demand Planning processes. - Hands-on experience with ITIL-based service management practices. - Strong customer-facing communication and stakeholder management skills. - Experience managing distributed support teams and multiple vendors. - Understanding of Microsoft Copilot, AI Agents, Generative AI, and AI-driven service automation.