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.
