SENIOR MANAGER, D365 F&O SERVICE OPERATIONS
About the role
As Senior Manager of LSAP's D365 F&O function, you will oversee maintenance and support services for LOGISTEED group companies across APAC, Europe and North America. You will lead service stabilization, quality improvement, stronger governance, stakeholder engagement with Japan headquarters and group companies, and organization and resource management. Subject to demonstrated performance, suitability, business circumstances and management approval, the role may progress to General Manager with responsibility for businesses beyond D365.
Key responsibilities
Oversee D365 F&O maintenance and support service operations across APAC, Europe and North America.
Lead D365 F&O managers and team leads, clarifying their roles, responsibilities, objectives and escalation criteria.
Lead weekly and monthly service reviews and manage issues, risks and KPIs
Oversee the initial response to system incidents, root-cause analysis, corrective and preventive actions, and closure validation
Establish appropriate controls for production system configuration changes, data maintenance, program releases and emergency response
Apply IT service management best practices, including ITIL, and strengthen incident, problem, change, knowledge and continual-improvement processes by analyzing and evaluating SLOs and KPIs
Optimize human resources, capacity and throughput, including the sourcing of resources from external partners
Work with the Managing Director to manage D365 F&O revenue, costs, gross profit, personnel costs, billing and project profitability
Review estimates, scope of work, resource plans, vendor utilization and contractual risks
Measure productivity and identify improvement opportunities through standardization, automation and the use of AI
About you
Bachelor's Degree in IT, Computer Science, Engineering, Business Administration or a related field
At least 5 years of management experience in ERP maintenance and support or a comparable IT services or managed-services environment
Experience managing global IT services covering countries outside Malaysia
Experience working in a Japanese company, multinational company or APAC regional organization
Experience with SLAs, KPIs, service reviews, resource planning and capacity management
Practical experience in customer escalation, major incidents, change management and continual improvement
Excellent stakeholder-facing, negotiation and complaint-management skills
Ability to understand business processes and stakeholder requirements and explain them clearly to relevant parties
Ability to manage and communicate time, priorities and commitments effectively
Business-fluent English
Employment Type: Initial 12-month fixed-term contract. Conversion to permanent employment may be considered based on performance, suitability, organizational needs and management approval.
Preferred Qualifications:
ITIL certification or experience in ITIL-based service improvement.
Microsoft certification or practical experience related to Microsoft Dynamics 365 Finance & Operations.
Knowledge of Azure DevOps, release management, and ERP development and testing controls.
Experience in P&L management, estimating, contracts, vendor management or business development.
Experience improving productivity through the use of AI.
Japanese or Chinese language capability. (Preferred but not mandatory)