Skill required:
Job Title: Service Delivery Manager
Location: Hyderabad (or as applicable)
Department: MS
Role Overview
We are seeking an experienced, customer-focused Service Delivery Manager to lead the delivery of managed services for a customer using Microsoft Dynamics 365 Finance & Operations (FinOps) and Customer Engagement (CE). The role is accountable for service performance, customer satisfaction, operational governance, issue and escalation management, and continuous service improvement across the Dynamics 365 application landscape.
The successful candidate must have previously worked in a comparable Microsoft Dynamics 365 managed-services or application-support environment, managing enterprise customers, cross-functional delivery teams, service-level commitments, and business-critical FinOps and CE operations.
Key Responsibilities
Service Delivery Support
- Own end-to-end service delivery for the assigned Dynamics 365 FinOps and CE customer account.
- Ensure services meet agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), contractual commitments, and operational quality standards.
- Oversee incidents, service requests, problems, changes, releases, minor enhancements, and recurring operational activities.
- Coordinate functional, technical, integration, infrastructure, and third-party teams to maintain service stability and business continuity.
- Manage delivery priorities, risks, dependencies, capacity, and customer expectations across the Dynamics 365 landscape.
Customer Relationship Management
- Act as the primary service-management contact for customer stakeholders, business owners, IT leadership, and delivery partners.
- Lead weekly and monthly service reviews, executive governance meetings, and operational checkpoints.
- Translate customer priorities into clear delivery plans and ensure transparent communication of progress, risks, issues, and decisions.
- Build trusted relationships with stakeholders across Finance, Supply Chain, Sales, Customer Service, and other supported business functions.
- Manage customer expectations and drive measurable improvements in satisfaction and service outcomes.
Reporting and Governance
- Own weekly and monthly service reporting, including executive summaries and actionable insights.
- Track and govern key service metrics such as SLA compliance, incident volumes, response and resolution times, backlog health, change success rate, system availability, recurring issues, customer satisfaction, and escalation trends.
- Maintain governance artefacts, risk and issue registers, action logs, service calendars, and decision records.
- Ensure compliance with agreed IT service-management processes, security requirements, audit controls, and customer governance standards.
Incident and Escalation Management
- Lead the response to major incidents and customer escalations, ensuring clear ownership, timely communication, and restoration of service.
- Coordinate functional and technical teams during priority incidents affecting Dynamics 365 FinOps, CE, integrations, or dependent platforms.
- Drive Root Cause Analysis (RCA), corrective and preventive actions, and verification of sustainable closure.
- Escalate delivery, resource, technical, and commercial risks through the appropriate governance channels.
Continuous Service Improvement
- Establish and maintain a Continual Service Improvement plan aligned with customer business priorities.
- Use service data, problem trends, user feedback, and Dynamics 365 platform insights to identify improvement opportunities.
- Drive initiatives to reduce recurring incidents, improve automation, strengthen knowledge management, and optimize support processes.
- Track improvement benefits, owners, target dates, and closure through service governance.
Resource and Operational Coordination
- Plan and coordinate functional and technical capacity across Dynamics 365 FinOps and CE workstreams.
- Balance business-as-usual support, release activities, small enhancements, change requests, and service-transition commitments.
- Work with delivery leads to address skill gaps, workload constraints, and competing priorities.
- Ensure service documentation, support procedures, knowledge articles, environment information, and operational runbooks remain current.
- Support commercial governance by tracking consumption, service scope, out-of-scope demand, and forecasted resource needs.
Required Experience and Qualifications
- Proven experience as a Service Delivery Manager, Application Support Manager, Managed Services Lead, or similar customer-facing role in a Microsoft Dynamics 365 environment.
- Prior responsibility for services covering Microsoft Dynamics 365 Finance & Operations and Customer Engagement, including coordination across functional, technical, integration, and platform teams.
- Demonstrated experience working in a comparable multi-team, multi-vendor, enterprise managed-services environment.
- Strong knowledge of IT service-management practices, including incident, problem, change, release, service-level, and continual-improvement management.
- Experience leading service governance, major-incident communications, customer escalations, operational reporting, and senior stakeholder reviews.
- Ability to interpret service data, identify trends, manage risks, and convert findings into practical improvement plans.
- Strong communication, leadership, negotiation, and stakeholder-management skills.
- Working knowledge of Dynamics 365 lifecycle and support tools such as Microsoft Power Platform, Azure DevOps, Lifecycle Services, and monitoring or ticketing platforms is preferred.
- Microsoft Dynamics 365, Power Platform, Azure, or IT service-management certification is desirable.