Position: Support Delivery Manager (Microsoft Dynamics 365 F&O)

Experience: 14+ Years (Relevant experience only)

Location: Hyderabad

Technical Skills:

• Over 14 years of IT industry experience.
• Minimum 10 years of Microsoft Dynamics implementation, including 4 full life cycle implementations.
• Dynamics 365 F&O expertise.
• Proficiency in Microsoft SQL Server, SQL Reporting Services, and Transact-SQL.
• Experience in enterprise support management software.
• Certification in Scrum Master or PMP preferred.
• Ability to lead and build a support organization for D365 F&O.
• Skills in creating support delivery programs and efficient customer issue resolution processes.
• Proficient in presenting program management KPIs to executive management.
• Management of a team of 20-30 Dynamics 365 F&O support personnel.

Desirable Skills:

• Bachelor’s degree or equivalent experience.
• Customer service and consulting experience preferred.
• Industry-specific knowledge in finance, healthcare, or manufacturing.
• Excellent troubleshooting and case management abilities.

Responsibilities:

• Manage support cases for D365 F&O, AX 2012, or AX 9 systems.
• Diagnose and resolve issues efficiently.
• Ensure timely issue resolution meeting service level agreements.
• Document case communication and resolution.
• Oversee secondary resources in the support center.
• Coordinate resolution with third-party vendors.
• Continuously develop knowledge of Dynamics 365 F&O and associated products.
• Develop comprehensive support SOWs with effective resourcing and SLA compliance.

Interested candidate can Share their resume to faiza@imcsgroup.net