D365 ERP Service Delivery Manager

Job Summary:

Our ERP solution is based on Microsoft Dynamics D365 and is a customized solution delivering ERP processes cross our IT landscape. The EMEIA landscape is the most critical part of our IT landscape and is a key enabler for our businesses across EMEIA. During 2025 we are started to rollout the EMEIA ERP D365 Core projects and therefore is building up a capability to support our business during the rollouts as part of the program.

The EMEA division is looking to appoint a D365 ERP Service Delivery Manager as part of the Service Delivery organisation. This role will be part of the EMEIA IT team and report to IT Operations Manager. The role will involve working closely with the EMEIA Service Delivery Manager, ERP Programme Team, ERP community and Domain to ensure expected level of ERP experience. 

The position will also work in close collaboration with our external and internal IT delivery organisations to quality assure the support delivery within the ERP and related programs.

Role Objectives: 

The D365 ERP Service Delivery Manager will manage and empower the ERP Service Delivery organization across EMEIA, working closely with the ERP Program Team and the ERP Community and stakeholder to ensure a high level of ERP experience.

• • Leading and working in our service delivery team, managing and ensuring the service delivery and support, processes and tasks are carried out efficiently in alignment with the business stakeholders.
  • Manage overall EMEIA ERP service delivery governance and ensuring service meets expected SLA levels.
  • Ensure ERP Service Delivery team properly supports the EMEIA ERP rollouts across the market regions, during rollouts, hyper-care and post go live.
  • Acting as a bridge between ERP Service Delivery Team and ERP Development Team when more advanced technical support is needed.

Duties and Responsibilities include the following. Other duties may be assigned.

• Principal Responsibilities: The role entails managing EMEIA ERP service delivery governance, providing ERP support, troubleshooting, resolving application issues, advising on data quality, and maintaining the ERP support knowledge base.
  • Responsible for service delivery performance and IT service management like incidents, service requests and problem management
  • Ensure that services are delivered at an expected quality of service and security standards to meet business expectations
  • Proactively work with service improvements activities and process improvements related to defined scope to improve quality of the services within the scope
  • Master related technical support tools and drive their adoptions throughout all EMEIA business.
  • Assisting in Test and Handover when new projects go live and releases.
  • Collaborate closely with ERP business stakeholders to continuously enhance customer satisfaction and drive business success.
  • Maintain the EMEIA ERP support knowledgebase and contribute to the enrichment of the EMEIA ERP KB´s and guidelines.
  • Contribute to the EMEIA ERP technical training program, deliver Train-the-Trainer sessions, and design innovative training methods in collaboration with ERP BPOs and the ERP Core Team.
  • Regularly prepare reports on ERP service delivery
  • Manage direct reports and/or external resources

Education and/or Experience   

• Microsoft Dynamics 365 certifications (e.g., MB-300, MB-310) advantageous.
• Total Years of Experience – 15+ years
• Microsoft Dynamics 365 ERP well experienced specialist required.
  • D365 Finance deeper knowledge is advantageous.
• Proven AX experience in relevant modules (8+ years)
  • AX2009, AX2012 & D365 (preferred).
  • D365 Finance deeper knowledge is advantageous. 
• Experience/good of integrations and integrating ERP to external systems.
• Good understanding of Agile and Azure DevOps
• Good understanding of architecture on which ERP operates.
• Knowledge of table structure for relevant modules.

• Experience in Team leadership and managing a team of people and to develop and engage team-members
• Ability to analyse business requirements and design solutions.
• To understand complex processes and to prioritise and plan work in line with deadlines.
• Experience in working in a global organisation with geographically dispersed, multi-cultural and multi-disciplinary teams.
• Experience of customer support and ITIL / IT Service Management of Incident Request Fulfilment, Service Catalogue, Problem Change and Service Level Management.
• Strong experience developing within and integrating to various external systems.  

Language Skills                  

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to read and interpret technical journals, specifications, international technical standards, etc.                      

Computer Skills  

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.

Customer Expectations

• Highlight knowledge, skills, abilities, and traits necessary in this role to satisfy our customer's expectations.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employees work primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.

Work Requirements

• Compliance to all relevant Assa Abloy policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire, a valid passport.
• Must be legally eligible to work in the country in which you are hired.