D365 ERP Support Service Delivery Manager

Sonata Software · Karnataka, India

Key Responsibilities

• Manage end-to-end 24x7 Dynamics 365 ERP support operations.
• Govern Incident, Problem, Change, Release, and Service Request Management processes.
• Ensure SLA, KPI, and contractual compliance across support engagements.
• Lead customer governance calls, service reviews, and executive stakeholder meetings.
• Manage customer escalations and drive timely resolution of critical issues.
• Provide functional oversight across SCM, Finance, MRP, and DPA processes.
• Lead cross-functional teams consisting of functional, technical, and integration consultants.
• Drive continuous service improvement and operational excellence initiatives.
• Implement AI-driven support capabilities such as ticket triaging, automated knowledge generation, predictive analytics, virtual agents, and Copilot-based productivity enhancements.
• Own service reporting, resource planning, risk management, and customer satisfaction metrics.

Required Skills & Experience

• 10+ years of ERP experience with at least 5 years in Service Delivery or Managed Services leadership.
• Strong understanding of Dynamics 365 Finance & Operations and Supply Chain Management.
• Experience managing global 24x7 Application Managed Services (AMS) engagements.
• Strong knowledge of Finance, SCM, MRP, and Demand Planning processes.
• Hands-on experience with ITIL-based service management practices.
• Strong customer-facing communication and stakeholder management skills.
• Experience managing distributed support teams and multiple vendors.
• Understanding of Microsoft Copilot, AI Agents, Generative AI, and AI-driven service automation.