What are the responsibilities and job description for the MS Dynamics 365 Finance Operations Program Manager position at ThinkNorth LLC?
Hi,
Role: MS Dynamics 365 Finance Operations Program Manager
Location: Dallas, TX (Hybrid)
Duration: 12 Months
Job Description:
- The Service Lead D365 Finance Operations FO ERP Global Support is a senior technical and functional leadership role responsible for orchestrating the endtoend delivery of Microsoft Dynamics 365 Finance Operations support services across the organizations global footprint
- This role sits at the intersection of technology operations and stakeholder management ensuring that businesscritical ERP processes remain stable performant and continuously improved
- The Service Lead acts as the primary escalation point for complex functional and technical issues leads a distributed team of ERP support analysts and consultants and works in close partnership with business process owners regional IT leads and Microsoft to deliver a worldclass support experience
- The role is accountable for SLA compliance incident lifecycle management continuous improvement initiatives and the strategic evolution of D365 FO capabilities across Finance Supply Chain Manufacturing and Project Operations modules
Key Responsibilities
- Service Management Governance
- Own and manage the global D365 FO ERP support service ensuring consistent delivery across all regions and time zones in alignment with ITILIT service management best practices
- Define monitor and enforce Service Level Agreements SLAs Operational Level Agreements OLAs and Key Performance Indicators KPIs for incident problem and change management
- Establish and chair regular service review meetings with stakeholders presenting performance dashboards incident trend analysis and improvement roadmaps
- Maintain and continuously refine the global support model including followthesun support coverage oncall rotations and escalation matrices
- Ensure robust documentation of support processes runbooks knownerror databases KEDB and knowledge base articles
- Incident Problem Management
- Act as the primary escalation lead for Priority 1 P1 and Priority 2 P2 incidents affecting D365 FO coordinating rapid response across functional technical and infrastructure teams
- Drive rootcause analysis RCA and postincident reviews PIR ensuring corrective and preventive actions are identified tracked and implemented
- Lead proactive problem management activities identifying recurring issues and systemic weaknesses within the ERP landscape and eliminating underlying causes
- Collaborate with Microsoft Support PremierUnified to manage and expedite critical support tickets ensure timely resolution and leverage advisory services
Functional Technical ERP Support
- Provide deep functional expertise across core D365 FO modules including General Ledger Accounts PayableReceivable Fixed Assets Budgeting Procurement Inventory Management Supply Chain Manufacturing and Project Management Accounting
- Guide the support team in diagnosing and resolving complex configuration integration and data issues within D365 FO environments
- Oversee technical support activities including debugging X customizations reviewing LCS Lifecycle Services environments managing data entities and coordinating batch job operations
- Ensure proper management of D365 FO environments across Production UAT Sandbox and Development tiers including update management and release coordination
- Support integrationrelated incidents involving middleware platforms eg Azure Integration Services Logic Apps Data Factory MuleSoft and external systems
- Change Release Management
- Oversee and govern the ERP change management lifecycle ensuring that all changes to D365 FO environments are properly assessed tested approved and deployed with minimal business disruption
- Coordinate Microsoft One Version update cycles assess release notes for impact and manage regression testing in partnership with business and QA teams
- Manage hotfix deployments configuration changes and ISV solution updates in compliance with the organizations change advisory board CAB process
- Stakeholder Vendor Management
- Serve as the primary point of contact for business process owners regional finance and operations leaders and Csuite stakeholders seeking ERP service assurance
- Build and maintain productive relationships with Microsoft account teams Microsoft Dynamics partners ISV vendors and thirdparty implementation partners
- Communicate service performance upcoming changes and risk areas clearly to both technical and nontechnical audiences at all organizational levels
- Negotiate and manage support contracts Microsoft Unified Support entitlements and thirdparty service agreements
- Team Leadership Development
- Lead mentor and develop a geographically distributed team of D365 FO support analysts functional consultants and technical developers
- Define clear roles responsibilities and performance
Best Regards,
Sam
1
Lead Technical Recruiter