Global ERP Service Delivery Head – Microsoft Dynamics

Strategic Leadership

• Develop and execute the strategic roadmap for the Microsoft Dynamics ERP platform in alignment with organizational goals.
• Serve as a thought leader to integrate ERP capabilities into Solvias' digital transformation initiatives.
• Define and track key performance indicators (KPIs) to measure ERP system performance, project success, and operational efficiency.

Service Delivery

• Oversee end-to-end ERP service delivery, ensuring seamless support for business operations across all functional areas.
• Collaborate with key stakeholders to prioritize projects, enhancements, and support tickets, balancing resources and business needs.
• Establish Service Level Agreements (SLAs) and ensure compliance with them, driving continuous improvement in service quality.

Project Management

• Lead the planning, execution, and delivery of ERP implementation and upgrade projects, ensuring adherence to timelines, budgets, and quality standards.
• Manage cross-functional project teams and third-party vendors to deliver scalable ERP solutions.
• Ensure effective risk management and contingency planning for all projects.

Operations Management

• Ensure the stability, reliability, and security of the ERP system across global operations.
• Manage the resolution of high-priority incidents, driving root cause analysis and preventive measures.
• Ensure compliance with regulatory requirements, internal standards, and audits related to ERP operations.

Team Leadership

• Build and manage a high-performing global ERP team, spanning both projects and operational roles.
• Provide mentorship, professional development, and succession planning for team members.
• Foster a culture of collaboration, innovation, and accountability within the ERP team and with cross-functional stakeholders.

Vendor and Partner Management

• Manage relationships with external partners and vendors, including Microsoft and system integrators.
• Negotiate contracts, track deliverables, and ensure partner compliance with agreed terms.

Budget Management

• Develop, manage, and track the ERP budget, ensuring alignment with financial goals.
• Optimize cost-effectiveness of ERP operations and projects without compromising quality.

Education:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• Certification in Microsoft Dynamics ERP or equivalent experience.

Experience:

• 10+ years of experience in ERP service delivery, with at least 5 years of experience in managing Microsoft Dynamics ERP.
• Proven track record in leading global ERP implementations and managing operations in a complex, multi-location environment.
• Strong background in managing ERP support and project teams, including remote and cross-cultural teams.
• Experience working in regulated industries (e.g., pharmaceuticals) and familiarity with compliance requirements like GxP and SOX.

Skills:

• Expertise in Microsoft Dynamics ERP (Finance, Supply Chain, Operations, etc.).
• Strong knowledge of IT service management (ITIL framework) and project management methodologies (Agile/Waterfall).
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with the ability to solve complex problems and make data-driven decisions.
• Familiarity with integration technologies, cloud platforms (e.g., Azure), and cybersecurity principles.