D365 ERP Support Service Delivery Manager

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.