This hybrid role is intentionally designed for a

• *hands‑on Dynamics F&O functional expert**

who can also act as the

• *Service Delivery Manager (SDM)**

for the platform. The successful candidate will combine deep functional understanding of D365 F&O with strong service management, change leadership, and stakeholder communication skills.

The role is accountable for system stability, user adoption, demand and change execution, vendor coordination, and ensuring Dynamics 365 continues to deliver measurable business value in steady state.

• *Key Responsibilities**
• *Dynamics 365 F&O Functional Leadership**
• Act as the
• *functional subject‑matter expert**

for Microsoft Dynamics 365 F&O across Finance, Project Operations, and/or Supply Chain modules.

• Translate business requirements into functional designs, solution options, and system configurations aligned with standard D365 best practices.
• Support functional troubleshooting by analyzing root causes, validating whether issues are configuration, data, process, or user‑related.
• Partner with technical teams and AMS vendors to ensure functional intent is correctly implemented and tested.
• *Service Delivery & Operations Management**
• Own end‑to‑end ERP service delivery in steady state, including incident, problem, and change management for Dynamics 365 F&O and integrated applications.
• Lead
• *ticket triage in ServiceNow**

, ensuring accurate classification, prioritization, and routing to the appropriate functional or technical teams.

• Monitor SLA performance, recurring issues, and backlog health; drive service stabilization and continuous improvement.
• Serve as the single point of accountability for ERP operational health and day‑to‑day decision‑making.
• *Demand & Change Management (Project‑Based Enhancements)**
• Manage ERP demand requests logged in ServiceNow, treating approved items as
• *mini‑projects**

with defined scope, timelines, dependencies, and outcomes.

• Apply core project management discipline (planning, RAID management, stakeholder updates, delivery tracking) to functional enhancements and fixes.
• Ensure changes follow governance standards, are properly assessed for impact, and align with overall ERP roadmap.
• *Testing, UAT & Release Support**
• Plan, coordinate, and facilitate
• *User Acceptance Testing (UAT)**

for functional changes, bug fixes, and enhancements.

• Lead defect triage during UAT, ensuring issues are clearly documented, prioritized, and resolved efficiently.
• Obtain business sign‑off prior to release and support controlled promotion of changes from non‑prod to production.
• *Vendor, Stakeholder & Communication Leadership**
• Act as the primary functional and service interface with AMS and implementation partners.
• Build strong working relationships with Finance, Operations, and IT stakeholders to ensure alignment and trust.
• Communicate clearly with business and leadership audiences on system issues, priorities, risks, and delivery status.
• Set expectations and provide transparency during incidents, changes, and delivery cycles.
• *Governance & Continuous Improvement**
• Maintain service governance artifacts including SLAs, escalation paths, service reporting, and operating rhythms.
• Track and report KPIs such as incident trends, resolution times, demand throughput, and functional pain points.
• Drive user adoption, training reinforcement, and process optimization to reduce reliance on workarounds.
• *Required Qualifications**
• 7+ years of experience working with
• *ERP systems**

, with at least 4–5 years hands‑on experience as a

• *Dynamics 365 F&O or Dynamics AX Functional Consultant**

.

• Strong functional knowledge in Finance (GL, AP/AR) and Project Operations.
• Proven experience operating in a
• *post–go‑live ERP environment**

, supporting business users and stabilizing operations.

• Hands‑on experience with
• *ServiceNow**

(or similar ITSM tool) for incident, change, and demand management.

• Ability to bridge business and technical teams with clear, confident communication.
• *Preferred Qualifications**
• Practical knowledge of ITIL service management principles.
• Experience working with AMS partners and multi‑vendor delivery models.
• Exposure to Dynamics 365 integrations and ISVs (e.g., Exflow, Palantir, MuleSoft, Coupa, Jonas, SIS PCM).

Background in construction, engineering, or project‑centric organizations

\*This job posting is for a current vacancy with our client.

\*Our specialized recruiting professionals apply their expertise and utilize