Service Delivery Manager - Dynamics 365

Are you an experienced Service Delivery Manager passionate about leading high-performing teams and delivering exceptional managed services? We are recruiting for a pivotal role within a dynamic, multidisciplinary customer service team focused on Microsoft Dynamics 365.

Your Role:

As the Service Delivery Manager, you will be the operational leader responsible for driving excellence in service delivery, customer satisfaction, and business growth. You will lead a DevOps-oriented team of customer service engineers, managing backlogs, sprint planning, and incident escalations to ensure seamless service.

Your focus will be on maintaining and enhancing strong customer relationships, meeting key performance indicators, managing service contracts, and supporting your team's professional development.

Key Responsibilities:

• Lead and continuously improve a high-performing DevOps customer support team.
• Foster strong, positive customer relationships and identify opportunities for business growth.
• Oversee service delivery aligned with customer needs and contractual obligations.
• Manage incident escalations with accountability and efficiency.
• Handle financial contracts (SLAs) and budgets for assigned customers.
• Find innovative ways to reduce costs without compromising customer satisfaction.
• Use customer feedback to improve service offerings and delivery processes.
• Collaborate with internal teams to define service delivery criteria and resolve challenges.

What You Bring:

• Proven leadership skills, with the ability to inspire ownership and accountability within your team.
• Experience managing transitions from Delivery Projects to Managed Service Operations.
• Strong coaching and feedback skills to develop your team's performance and capabilities.
• A proactive, customer-centric approach, driven by results and continuous improvement.
• Passion for the DevOps way of working.
• Legal right to work and reside in the EU without sponsorship.

Qualifications:

• Bachelor's or Master's degree in a business-related field.
• Minimum 5 years' experience working with Microsoft Dynamics 365 Finance & Operations (F&O).
• Functional and/or technical knowledge of Microsoft Dynamics 365 business applications.
• Experience in customer service or customer success management is a plus.
• Excellent project management and quality assurance skills.
• Strong communication, analytical, teamwork, and leadership abilities.

Why Apply?

• Career Development: Opportunity to grow within a leading provider of innovative enterprise solutions and a respected Microsoft Global Solution Integrator.
• International Exposure: Work on exciting international projects and gain exposure to diverse markets and cultures.
• Supportive Culture: Join a professional, collaborative environment where success is celebrated and teamwork is key.
• Competitive Package: Receive an attractive salary package, including fixed and variable pay, plus benefits such as leased car, laptop, and mobile phone.