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MS Dynamics 365 Finance Operations Program Manager

Hybrid in Dallas, TX, US • Posted 9 hours ago • Updated 9 hours ago

Contract Independent

Contract W2

Contract Corp To Corp

12 Months

No Travel Required

Hybrid

Depends on Experience

ThinkNorth LLC

Fitment

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Job Details

Skills

MS Dynamics 365
Finance
Operations
Program Manager
D365

Summary

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

Lead Technical Recruiter

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Dice Id: 91131801
Position Id: 9067275
Posted 9 hours ago

Company Info

About ThinkNorth LLC

ThinkNorth is a full-service provider of contingent staffing in support of technology solutions for industry leading Enterprise Technology Projects.

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Sam Baker

Recruiter @ ThinkNorth LLC

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