MS Dynamics 365 F&O Program Manager

Role PurposeThe 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 footprintThis role sits at the intersection of technology operations and stakeholder management ensuring that businesscritical ERP processes remain stable performant and continuously improvedThe 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 experienceThe 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 modulesKey ResponsibilitiesService Management GovernanceOwn 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 practicesDefine monitor and enforce Service Level Agreements SLAs Operational Level Agreements OLAs and Key Performance Indicators KPIs for incident problem and change managementEstablish and chair regular service review meetings with stakeholders presenting performance dashboards incident trend analysis and improvement roadmapsMaintain and continuously refine the global support model including followthesun support coverage oncall rotations and escalation matricesEnsure robust documentation of support processes runbooks knownerror databases KEDB and knowledge base articlesIncident Problem ManagementAct 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 teamsDrive rootcause analysis RCA and postincident reviews PIR ensuring corrective and preventive actions are identified tracked and implementedLead proactive problem management activities identifying recurring issues and systemic weaknesses within the ERP landscape and eliminating underlying causesCollaborate with Microsoft Support PremierUnified to manage and expedite critical support tickets ensure timely resolution and leverage advisory servicesFunctional Technical ERP SupportProvide 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 AccountingGuide the support team in diagnosing and resolving complex configuration integration and data issues within D365 FO environmentsOversee technical support activities including debugging X customizations reviewing LCS Lifecycle Services environments managing data entities and coordinating batch job operationsEnsure proper management of D365 FO environments across Production UAT Sandbox and Development tiers including update management and release coordinationSupport integrationrelated incidents involving middleware platforms eg Azure Integration Services Logic Apps Data Factory MuleSoft and external systemsChange Release ManagementOversee 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 disruptionCoordinate Microsoft One Version update cycles assess release notes for impact and manage regression testing in partnership with business and QA teamsManage hotfix deployments configuration changes and ISV solution updates in compliance with the organizations change advisory board CAB processStakeholder Vendor ManagementServe as the primary point of contact for business process owners regional finance and operations leaders and Csuite stakeholders seeking ERP service assuranceBuild and maintain productive relationships with Microsoft account teams Microsoft Dynamics partners ISV vendors and thirdparty implementation partnersCommunicate service performance upcoming changes and risk areas clearly to both technical and nontechnical audiences at all organizational levelsNegotiate and manage support contracts Microsoft Unified Support entitlements and thirdparty service agreementsTeam Leadership DevelopmentLead mentor and develop a geographically distributed team of D365 FO support analysts functional consultants and technical developersDefine clear roles responsibilities and performanceSkillsMandatory Skills : D365 CE-Technical, D365 F&O - Finance, D365 F&O - Technical, Program Architecture, Project GovernanceGood to Have Skills : D365 F&O - Supply Chain, Problem Management, Project Financial Management, Project Planning