Job DescriptionKey Responsibilities Nn Manage end-to-end24x7 Dynamics 365 ERP support operations. N Govern Incident, Problem, Change, Release, and Service Request Management processes. N Ensure SLA, KPI, and contractual compliance across support engagements. N Lead customer governance calls, service reviews, and executive stakeholder meetings. N Manage customer escalations and drive timely resolution of critical issues. N Provide functional oversight across SCM, Finance, MRP, and DPA processes. N Lead cross-functional teams consisting of functional, technical, and integration consultants. N Drive continuous service improvement and operational excellence initiatives. N Implement AI-driven support capabilities such as ticket triaging, automated knowledge generation, predictive analytics, virtual agents, and Copilot-based productivity enhancements. N Own service reporting, resource planning, risk management,



and customer satisfaction metrics. NnRequired Skills & Experience Nn 10+ years of ERP experience with at least 5 years in Service Delivery or Managed Services leadership. N Strong understanding ofDynamics 365 Finance & Operations and Supply Chain Management. N Experience managing global 24x7 Application Managed Services (AMS) engagements. N Strong knowledge of Finance, SCM, MRP, and Demand Planning processes. N Hands-on experience with ITIL-based service management practices. N Solid customer-facing communication and stakeholder management skills. N Experience managing distributed support teams and multiple vendors. N Understanding of Microsoft Copilot, AI Agents, Generative AI, and AI-driven service automation. N

📌 Erp Support Service Delivery Manager (Vasanthanagar)
🏢 Sonata Software
📍 Vasanthanagar