ERP Service Delivery (or) Operations Lead

Title: ERP Service Delivery (or) Operations Lead

Location: 100% Remote

Job Type: 6-month Contract-to-hire (C2H)

Position Overview:
Our client is seeking an experienced ERP Service Delivery Lead to serve as the operational owner of ERP support, service delivery, incident management, and stakeholder coordination across a complex ERP ecosystem that includes Microsoft Dynamics 365 Finance & Operations, Great Plains (GP), Warehouse Management Systems (WMS), and related integrations.
This is not a D365 development, architecture, or functional consulting role.
Instead, this individual will serve as the central point of coordination between ERP support teams, business stakeholders, IT leadership, and third-party vendors to ensure ERP services remain stable, issues are resolved quickly, changes are deployed successfully, and business operations experience minimal disruption.
The ideal candidate combines ERP operations experience, IT Service Management (ITSM) discipline, vendor management capabilities, and strong business communication skills.

What You''ll Own:
ERP Service Delivery

• Coordinate day-to-day operational support activities across Dynamics 365, Great Plains, WMS, and integrated business applications.
• Monitor ERP service health, performance, and availability.
• Ensure incidents, service requests, and operational issues are addressed within established service expectations.
• Partner with technical support teams to maintain a stable and reliable ERP environment.

Incident & Escalation Management

• Lead coordination of ERP-related incidents and service disruptions.
• Facilitate communication between technical teams, vendors, and business stakeholders.
• Track issue resolution progress and remove blockers when needed.
• Support major incident management activities from identification through resolution.
• Participate in root cause analysis reviews and corrective action planning.

Change & Release Coordination

• Coordinate ERP releases, patches, upgrades, and maintenance activities.
• Communicate planned outages and changes to business stakeholders.
• Partner with ERP and infrastructure teams to ensure deployment readiness.
• Help minimize business disruption associated with system changes.

Vendor & Partner Management

• Act as a liaison between internal teams and external ERP support providers.
• Coordinate escalations and issue resolution with vendors when required.
• Track vendor responsiveness and service delivery performance.
• Support service review and continuous improvement discussions.

Reporting & Operational Governance

• Track and report on service delivery metrics.
• Monitor incident trends and recurring issues.
• Support SLA performance reporting and service reviews.
• Maintain operational documentation, procedures, and knowledge resources.
• Identify opportunities to improve ERP support processes and operational efficiency.

Access & Security Administration

• Coordinate user provisioning and access requests.
• Support security role updates and access reviews.
• Ensure operational processes align with established governance controls.

 What Success Looks Like

• ERP services remain stable and available for business users.
• Incidents are coordinated efficiently and resolved within expected timelines.
• Business stakeholders receive timely and accurate communications.
• ERP releases and upgrades occur with minimal business disruption.
• Vendors and support teams operate with clear accountability.
• Service metrics demonstrate continuous improvement.

Required Qualifications

• 5+ years of experience in ERP operations, ERP support, service delivery, or IT Service Management.
• Experience supporting enterprise ERP environments.
• Working knowledge of Microsoft Dynamics 365 Finance & Operations.
• Experience working with Finance, Supply Chain, Operations, and Warehouse business functions.
• Experience coordinating incidents, change management activities, and service requests.
• Strong stakeholder communication and relationship management skills.
• Experience working with third-party vendors and support providers.
• Ability to drive outcomes across cross-functional teams without direct authority.

 Preferred Qualifications

• Experience supporting Microsoft Dynamics 365 Finance & Operations.
• Experience supporting or working alongside Microsoft Great Plains environments.
• Experience with Warehouse Management Systems (WMS).
• ITIL Foundation or related IT Service Management certification.
• Experience with ServiceNow, Jira Service Management, Azure DevOps, or similar platforms.
• Experience in cloud ERP environments.
• Experience creating operational reports and dashboards.

Ideal Candidate
This role is ideal for someone who has been:

• ERP Service Delivery Manager
• ERP Operations Manager
• IT Service Delivery Manager
• Application Support Manager
• ERP Support Lead
• Business Systems Operations Lead
• ITSM Lead
• ERP Program Support Lead

 The strongest candidates are individuals who understand ERP environments well enough to coordinate support teams, communicate with the business, manage vendors, and drive operational accountability, rather than candidates whose experience is primarily focused on ERP configuration or development.

What This Role Is Not

• D365 Development
• ERP Coding/Customization
• Solution Architecture
• Functional Configuration Ownership
• ERP Implementations
• Project Management as a primary responsibility

Technical ERP teams will perform the hands-on troubleshooting and system work. This role owns operational coordination, service delivery, communication, escalation management, and overall ERP service performance.