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

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 client’s 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 client’s 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.