D365 Managed Services Manager

Job Summary:

To support our double-digit growth goals, BDO Digital seeks a Manager who will be part of an Enterprise Business Applications (EBA) team supporting customers in the areas of EBA Managed Services, in addition to Operational Excellence efforts. This role will manage the day-to-day operations of the Dynamics Managed Support team. The primary focus of the role will be to manage client relationships, including escalations, support request triage and resource assignments. The role develops and implements processes, policies, and improvements in the delivery of customer support. The role also ensures the support team is trained, tools are in place, and processes are both communicated and executed to ensure support services can be delivered efficiently and at a consistent level of quality. The individual in this role will support areas within ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), HCM (Human Capital Management) and other related business applications functioning as a key resource for our clients spanning, finance, product distribution, manufacturing, job costing, field service, sales, marketing, service, and reporting.

Job Duties:

Managed Services:

• Provides functional and technical support of EBA solutions and related technologies
• Develops and enhances service delivery, business process documentation, and tools to ensure repeatability and standardization
• Alerts, escalates, and manages internal and client risks
• Coordinates, communicates with, and supervises the Managed Services team
• Balances assignments and workloads of multiple clients in various global regions
• Drives customer delivery performance, service improvements, and quality
• Identifies, investigates, and implements new processes/tools/products/services for the improvement of Managed Services
• Manages multiple client relationships and ensures customer satisfaction
• Manages incident and escalation issues
• Manages all client priority incidents while providing ongoing email and voice communication
• Works with technology and business owners to resolve issues
• Owns and drives completion of key workstreams as directed by leadership

Strategy, Requirements & Selection:

• Participates in defining needs for existing and new EBA solutions
• Documents existing enterprise business applications, related business processes, and personas impacted
• Identifies existing inefficiencies, potential improvement opportunities, and critical differentiating business requirements
• Envisions and develops representations of recommended future state options for evaluation by clients
• Understands related security structures and best practices
• Creates customer dashboard presentations
• Supports functional and technical team members by providing clarifications and setting expectations with team and customers

Consulting:

• Understands client needs, analyzes best practices, and plays an integral part in defining and proposing business value solutions that meet or exceed client expectations

Program & Project Management:

• Supports and manages aspects of business applications implementations
• Monitors project progress by tracking risks, actions, issues, decisions, and other activities
• Develops references for users by writing and maintaining user documentation; providing help desk support; training users
• Fosters a positive demeanor, learning attitude and client service mentality with the team
• Travel - up to 10%, as needed
• Other duties as required

Supervisory Responsibilities:

• Manges functional and technical leads within the Managed Services organization
• Mentors and develops entry level consultants and senior consultants
• May act as Career Advisor to associates and senior associates

Qualifications, Knowledge, Skills and Abilities:

Education:

• Bachelor's degree AND six (6) or more years of industry experience with ERP systems, required; OR
• High School Diploma/GED AND seven (7) or more years of industry experience with ERP systems, required

Experience:

• Six (6) or more years of business process analysis and/or technical/functional ERP application education or experience, required
• Four (4) or more years of experience with ERP or CRM functional product support, required
• Client facing best practice consulting experience, preferred

License/Certifications:

• One or more current business applications technology certifications, preferred

Software:

• Microsoft Visio, PowerPoint, Word, and SharePoint, required
• Experience with one or more ERP/CRM/HCM Solutions technology, required:
  
  
  
  • Microsoft Dynamics 365 (D365)
  • CRM, Business Central
  • Great Plains
  • Ceridian Dayforce Solutions (Talent & Benefits Intelligence, Workforce Management (WFM), HR, Advanced HR Analytics, or Payroll)
  • Salesforce, Oracle NetSuite
  • Acumatica
  • SAP
  • Infor
  • Sage
  • Syteline
  • JDE
  • IFS, or any other ERP/CRM Software
  
  
• Microsoft Project or Smartsheet, preferred
• Enterprise software strategy, selection, and implementation experience, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Strong analytical, problem solving, facilitation, documentation, and communication skills
• Excellent communication and presentation skills, both verbal and written
• Excellent interpersonal and customer relationship skills
• Business process analysis, design, and process flow skills
• Excels at operating in a fast-paced technical environment

Keywords: Managed Services, Support, Service Cloud, Business Central, Microsoft Dynamics Business Central, Great Plaines, GP, BC, F&O, F&SC, Microsoft Dynamics Finance & Operations, Dynamics F&O, Microsoft Finance and Supply Chain Management, Microsoft F&SCM, Microsoft Dynamics 365, Dynamics 365 CRM, Microsoft Customer Experience Platform, Business Analyst, BA, Enterprise Tester, Requirements Gathering, User Experience, User Enablement, Data Visualization, Software, Definition, Custom Applications, Data Analytics, Cloud Strategy

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $120,000 - $170,000
Maryland Range: $120,000 - $170,000
NYC/Long Island/Westchester Range: $120,000 - $170,000