Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India Intertec Softwares Pvt Ltd Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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: Years

CERTIFICATIONS: MANDATORY (CAPM/ PMP/ PRINCE2); DESIRABLE (AGILE, SCRUM)

MANDATORY TRAININGS ATTENDED: Risk Management, EPM, Project Planners, ITSM

REPORTING TO: Director

RESPONSIBILITIES (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 PMP
  • PRINCE 2 Foundation or Practitioner
  • ITSM

TECHNICAL 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 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

SOFT 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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