Service Delivery Manager - Business Platforms (Global)About the RoleWe are seeking an experienced Service Delivery Manager - Business Platforms (AMER) to join our Technology Services team.
In this role, you will oversee the delivery, support, and continuous improvement of our enterprise business platforms, with a primary focus on Microsoft Dynamics 365 Finance & Operations (D365 F&O).
You will play a key role in guiding and mentoring the ERP Support team, managing critical incidents, driving operational efficiencies, and collaborating with global technology teams and business stakeholders to ensure reliable and effective service delivery.
The ideal candidate will bring strong technical expertise, excellent problem-solving abilities, and a customer-focused approach to managing complex enterprise systems.
Key Responsibilities
Service Delivery & Operations- Oversee the day-to-day support and service delivery of enterprise business platforms, ensuring incidents and service requests are resolved within established service level agreements (SLAs).
- Act as a key escalation point for critical incidents, system issues, and operational challenges.
- Lead major incident management activities and coordinate resolution efforts across internal teams and external service providers.
- Monitor platform performance, identify recurring issues, and implement improvements to enhance system reliability and efficiency.
- Maintain accurate documentation of incidents, service requests, and resolutions within the IT Service Management (ITSM) system.
- Develop and maintain operational procedures, knowledge base articles, and technical documentation.
- Ensure compliance with company policies, technology standards, and licensing requirements.
Team Leadership & Collaboration- Guide, mentor, and support the ERP Support team to strengthen technical capabilities and improve overall service delivery.
- Establish and monitor key performance indicators (KPIs) to measure team performance and service effectiveness.
- Collaborate with global Technology Services teams, business stakeholders, and external vendors to resolve cross-functional issues.
- Partner with Operations, Finance, and Customer Care teams to understand business needs and support platform functionality.
- Coordinate with software and hardware vendors to ensure timely resolution of technical issues.
Business Platform Improvements & Projects- Identify opportunities to improve business processes, system functionality, and operational efficiencies.
- Support Microsoft Dynamics 365 enhancements, system implementations, and ongoing platform improvements.
- Work with project teams and business stakeholders to coordinate system testing, regression testing, and production readiness.
- Gather business requirements and recommend enhancements to existing enterprise platforms.
- Assist with project delivery, system upgrades, and technology initiatives.
- Evaluate proposed technology solutions and recommend improvements based on business needs, risks, and cost considerations.
Customer & Stakeholder Support- Maintain clear and timely communication with stakeholders regarding incidents, service requests, and project updates.
- Provide technical guidance and support to internal customers.
- Identify training needs and deliver individual or group training when required.
- Promote a proactive, solutions-oriented approach to customer service and issue resolution.
Required Qualifications- Bachelor's degree in Business, Information Technology, Engineering, Science, or a related technical discipline.
- Microsoft Dynamics 365 technical certifications in Finance and/or Supply Chain Management (Trade & Logistics).
- Minimum 5 years of experience implementing Microsoft Dynamics AX or Dynamics 365 Finance & Operations.
- Minimum 3 years of consulting experience.
- Experience supporting complex enterprise IT environments.
- Hands-on experience with Microsoft technologies, including Lifecycle Services (LCS), Azure DevOps, and Power Platform.
- Strong understanding of ITIL-aligned processes, including Incident, Problem, Change, and Release Management.
- Experience working with project management methodologies such as Agile, PMBOK, or PRINCE2.
- Experience with software development methodologies.
Preferred Qualifications- Postgraduate qualification in Business or a related discipline.
- ITIL Foundation v3 certification.
- ICA Agile Certified Professional certification.
- Experience supporting Microsoft Dynamics 365 or Dynamics AX within consumer goods, retail, or wholesale environments.
- Experience with Microsoft Azure services, including Azure Infrastructure as a Service (IaaS) and Azure Functions.
Skills & Competencies- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and resolve complex technical challenges.
- Strong customer service mindset with a proactive, solutions-oriented approach.
- Excellent stakeholder management and presentation skills.
- Ability to work independently while collaborating effectively with cross-functional and global teams.
- Strong organizational skills, attention to detail, and accountability.
- Commitment to continuous improvement and delivering high-quality technology services.
Salary $140,000-160,000
What we offer you:- Flexible work arrangements
- Competitive compensation package
- A fun and rewarding team environment
- Opportunity to work for an Australian Stock Exchange listed company
- Employee assistance program
- Paid parental leave policy
- Employee discounts of up to 40% on all our electrical products
- Corporate health and wellness benefits
To ApplyCome and make your mark with this global leader by applying today via the Apply Now button.
Please note Breville Group willnever ask applicants through email, phone, text message, or direct message onsocial media to provide identity documents, personal details, or financialinformation such as bank details.
