Head of D365 Support & Operations

Head of D365 Support & Operations – D365 Support, D365 Operations, Microsoft Dynamics 365 F&O, Service Model Design, Service Transition, Managed Service Delivery, ITIL, ERP Support Operations, Global ERP, Multi-instance ERP, Microsoft Evergreen Updates, Service Delivery Management, Release Management, Change Management, Continual Improvement, Leadership, Stakeholder Management – London – Hybrid – Permanent – £130-150,000 + Bonus & Additional Benefits

Our leading end-user client is seeking an experienced Head of D365 Support & Operations to lead the definition and transition to a global service model for Microsoft Dynamics 365 Finance & Operations (D365 F&O) across multiple global instances. This role is critical in harmonizing ERP systems worldwide and ensuring the delivery of robust, stable, and compliant services.

This position will be based out of the London office on a hybrid basis. A highly competitive salary and package is available, along with the opportunity to guide one of the largest D365 F&O programmes set to start this year.

You must have the existing right to work in the UK; unfortunately, we cannot offer VISA sponsorship at this time.

Key Skills & Experience:

Education and Experience:

• Minimum of 10 years of experience in service management or a similar role.
• Proven experience in designing and implementing ERP service models post-implementation.
• Experience with multiple stages of D365 implementation in global organizations with a multi-instance approach.
• Experience in an international and multicultural environment.

Technical Expertise:

• Deep understanding of global ERP support operations, including processes, required skills, and tooling.
• Knowledge of Microsoft Dynamics 365 F&O and its ecosystem is preferred.
• Experience with IT service management processes (ITIL).
• Familiarity with integration patterns, cloud architecture, data management, and cybersecurity practices.

Skills and Competencies:

• Strategic thinker with a clear vision for the future of technology in corporate settings.
• Strong leadership qualities that inspire and motivate teams toward common goals.
• Excellent project management and prioritization skills.
• Ability to manage multiple topics in parallel with various stakeholders.
• Exceptional communication skills, capable of articulating technical concepts to non-technical audiences.
• Process-driven and pragmatic approach to business support.
• Understanding of core business processes in domains like Finance, Operations, Retail, and Supply Chain.
• Proficiency with tools and methodologies such as Lean, problem-solving approaches, and design thinking.
• High accountability for results and ability to drive team-wide initiatives.
• Energy, enthusiasm, and critical thinking to improve existing processes.

Language Skills:

• Proficiency in English is required.
• Knowledge of French or other languages is a plus.

Additional Experience (Nice to Have):

• Experience in consumer goods, retail, hospitality, or luxury retail sectors.
• Strong client leadership and engagement skills up to C-level.

Main Responsibilities:

Service Model Design:

• Lead the design and implementation of a global D365 service model.
• Collaborate with product teams, global process owners, and stakeholders to identify requirements for a multi-instance global ERP.
• Develop and maintain medium- and long-term roadmaps for global D365 operations.
• Align service design with product, functional, deployment, and regional teams.

Service Transition Framework:

• Establish and implement a framework to enable regions to transition to a managed service support model.
• Define service agreements in collaboration with partners and oversee ongoing managed service delivery.
• Confirm operational readiness prior to transitions to live environments.

Service Delivery Management:

• Ensure services are delivered as per agreed service levels.
• Proactively manage risks and opportunities across a multi-instance, multi-region landscape.
• Govern and monitor 24/7 global service operations delivered by partners.
• Manage audits (external and internal) at the global level and support regional audits.

Release and Change Management:

• Define frameworks and planning for regular releases, including Microsoft Evergreen updates.
• Work closely with release and product teams to manage the delivery schedule for production environments.
• Own and direct the forward schedule of changes for production environments.

Continuous Improvement:

• Lead service improvements, realizing cross-region opportunities.
• Mitigate risks throughout global rollout stages.
• Establish and implement service transition frameworks for ongoing continual improvement.

Team Leadership and Collaboration:

• Guide and enable partners and technology teams in D365 service operations.
• Define guidelines, procedures, processes, and best practices for a community of D365 functional experts at all levels (global, regional, local).
• Ensure cohesion across global architecture, product, deployment, and service operations teams.
• Contribute to developing and promoting the global D365 solution community.

Location:  London / Hybrid

Candidates must be eligible to work in this country. 

Catch Resource Management is a leading provider of Dynamics 365, JD Edwards, NetSuite and other ERP resources to both end users and to product suppliers/authors.  

Our consultants deliver a completely professional resourcing service, always backed up by our team of ERP specialists who are all experienced in full project life cycle implementation and support, thus ensuring that we fully understand our clients’ requirements and our candidates’ skills. 

If you have the relevant skills and experience for this position, we would welcome your application, however please note that we receive high levels of responses to our advertisements so can only immediately respond to those that are a close match. However, if you are interested in hearing about similar positions then please register on our website: www.catchgroup.com.