Director, Enterprise Dynamics Services
Core
Lead the Enterprise Dynamics Services team to deliver Tier 1-4 support for Microsoft Dynamics Finance & Operations (F&O) and Customer Engagement (CE) end users across the organization.
Role type
Senior IC Director of Enterprise Dynamics Services
Builds
Global support services for Microsoft Dynamics F&O and CE solutions
Domain
Enterprise Resource Planning (ERP) / Microsoft Dynamics
Deliverable
client delivery
Required skills
managing global user support organizations, managing external managed services, building internal teams and processes, troubleshooting ERP systems, stakeholder communication, KPI development, change control coordination, training program design
Preferred skills
coaching and mentoring, analytical problem-solving, technical documentation, cross-functional collaboration
Technologies
Microsoft Dynamics 365 (D365), Finance & Operations (F&O), Customer Engagement (CE), Executive Automats
Responsibilities
Build and develop the Enterprise Dynamics Services team including onboarding and role transitions; Lead the team to resolve service desk tickets and ensure proper escalation and closure; Ensure effective ticket administration including queue management and prioritization; Develop and manage relationships with external support providers; Collaborate on Knowledge Base development and maintenance; Manage stakeholder communications during incidents and operational issues; Develop and deploy KPIs and metrics for service quality; Oversee monitoring of queues and escalation of system outages; Plan and coordinate controlled testing of corrections and upgrades; Maintain and enhance performance of Dynamics applications; Plan and deliver Dynamics-related training programs; Establish standard processes for system performance monitoring and security; Partner with Enterprise Architecture for configuration changes and extensions; Compile and maintain inventory of software usage and contracts
Seniority
Senior, hands-on IC with leadership responsibilities
