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 ( 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.