Service Delivery Manager
20 hours ago
JOB TITLE: Service Delivery Manager - MBAJOB PURPOSE: To Manage Dynamics 365 finance and operations Implementation and SupportQUALIFICATION: BE/BTech/B.Sc./DiplomaEXPERIENCE: YearsCERTIFICATIONS: MANDATORY (CAPM/ PMP/ PRINCE2); DESIRABLE (AGILE, SCRUM)MANDATORY TRAININGS ATTENDED: Risk Management, EPM, Project Planners, ITSMREPORTING TO: DirectorRESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):Key Responsibilities: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 PMPPRINCE 2 Foundation or PractitionerITSMTECHNICAL SKILLS / COMPETENCIES:MANDATORY: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 ToolsRisk ManagementMicrosoft ProjectSchedule ManagementVisioProject Planning tools.Risk Management tools.Industry Knowledge on:Deep Understanding and exp of MS Dynamics 365 F&O implementation and projectsTransition projects.AMSSOFT SKILLS:MANDATORY: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.
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