Intertec Systems - Manager - Service Delivery

• EXPERIENCE: 10- 14 Years
• CERTIFICATIONS: MANDATORY (CAPM/ PMP/ PRINCE2); DESIRABLE (AGILE, SCRUM)
• MANDATORY TRAININGS ATTENDED: Risk Management, EPM, Project Planners, ITSM
• REPORTING TO: Director
• Key Responsibilities:
• RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):
• Service Delivery Management:

• Oversee the end-to-end delivery of Microsoft Dynamics 365 solutions, ensuring projects are completed on time, within scope, and budget.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to track service quality and client satisfaction.
• Continuously monitor and improve delivery processes to optimize efficiency and performance.

Team Leadership And Coordination:

• Lead cross-functional teams, including project managers, consultants, developers, and support staff, to deliver Dynamics 365 solutions.
• Provide guidance, mentorship, and performance management for team members to achieve high standards of service.
• Coordinate resource allocation and resolve conflicts to meet project and support goals.

Client Relationship Management:

• Serve as the primary point of contact for clients, building strong relationships and ensuring their needs are met.
• Conduct regular client reviews, addressing concerns, gathering feedback, and identifying opportunities for additional services or solutions.
• Act as a trusted advisor by understanding the clients business processes and providing strategic recommendations.

Project And Risk Management:

• Oversee project planning, scheduling, and execution, ensuring alignment with business objectives.
• Identify potential risks and develop mitigation plans to address them proactively.
• Ensure proper documentation of project progress, changes, and final outcomes.

Technical Expertise:

Stay updated with the latest Dynamics 365 features, updates, and industry best practices.

• Collaborate with technical teams to ensure the solution architecture aligns with the clients business requirements.
• Drive innovation by recommending new features or enhancements to existing systems.

Financial Management:

• Manage project budgets, monitor costs, and ensure financial performance aligns with expectations.
• Prepare financial reports and forecasts for senior management and stakeholders.
• 10+ years of experience in IT service delivery or project management, with at least 8 years managing Microsoft Dynamics 365 implementations or support.
• Demonstrated expertise in Dynamics 365 modules (e.

• Analytical and problem-solving skills with attention to detail.
• Familiarity with Microsoft Azure, Power Platform, and related Microsoft dynamics technologies.
• Desired Skills and Experience:
• ITIL Framework, Vendor Management, Customer Relationship Management (CRM), Financial Budgeting and Forecasting, Stakeholder Communication, Azure, Microsoft Dynamics, Power Platform