Director, Enterprise ERP Support Services

About Us:

Job Description:

The role of the Director, Enterprise ERP Support Services is to lead the Enterprise D365 Support Services team to deliver timely, high-quality Tier 1, 2, 3, and 4 level support to Microsoft Dynamics Finance & Operations (F&O) and Customer Engagement (CE) end users, inclusive of related software applications. This includes troubleshooting applications for internal customers across all Barry-Wehmiller locations using Microsoft Dynamics.

It is the responsibility of this role to set strategies for the Enterprise ERP Support Services Team and to effectively manage a cross-functional team of support technicians, analysts, and external service provider(s) to provide exceptional customer service. As a managing contributor, this person will be expected to undertake direct support work when needed as well as acting as a coach – mentor, building a highly competent service team. 

This role will also be responsible for assisting in the maintenance, design, delivery, and improvement of existing D365 related applications/processes. Further, help the organization raise the level of standardized usage of our Microsoft Dynamics applications and processes across the entire organization.   

Principal Duties and Responsibilities:  

• Build and develop an Enterprise ERP Support Services team to provide global support for BW’s Dynamics F&O and CE solutions. This includes transitioning existing team members to new roles, onboarding new team members, and establishing services with 3rd parties. Other activities include establishing processes, procedures, playbooks, and metrics.

• Lead the Enterprise ERP Support Services Team to resolve service desk tickets, ensuring issues are addressed, that corrections are well documented, that users are informed of progress, and that they are trained or briefed on the corrective action.  This role is also responsible to provide necessary training or briefings on corrective actions and ensure appropriate escalation procedures are followed, with proper transfer and tracking of the issue to closure.

• Ensure effective ticket administration, both internal and external.  This is inclusive of documenting the issues, inputting user data, managing the queue of tickets, setting priorities, and scheduling work.

• Develop and manage relationships with External Support Providers: You will cultivate and manage relationships with external third-party support providers to ensure quality and continuity of service. This involves integrating these providers with internal teams, managing commercial aspects, and resolving problems to ensure seamless service delivery.

• Collaborate on Knowledge Base Development: You will work closely with other IT services to develop and maintain the company’s Knowledge Base. This includes documenting common faults and resolutions, as well as training materials. You will promote the use of the Knowledge Base for all Tiers of support.

• Manage stakeholder communications: This role will oversee communications with stakeholders to ensure operational issues are visible, tracked, and well reported. During incidents, you will function as a key point of communication, keeping all stakeholders informed of progress and any corrective actions required.

• Develop and deploy KPIs and metrics to bring visibility to the quality of the service provided, striving to be consistent with our other IT teams.

• Oversee the process of monitoring queues and escalating business system outages appropriately, ensuring that the performance of the group is well coordinated and visible.

• Working in conjunction with our IT Change Control Team, plan, coordinate and deliver controlled testing of corrections, modifications, services packs and upgrades through our Executive Automats solution, ensuring that the integrity of our D365 systems and data is anonymized and maintained.

• Communicate application related problems and issues to stakeholders, including resolution and preventative measures.

• Maintain and enhance performance of all D365 and related applications across the organization.

• Plan, coordinate, and participate in the design, development, and delivery of D365 related training programs.

• Collaborating with fellow team members, identify and learn software applications used and supported across the organization to widen your sphere of expertise.  

• Establish standard processes to monitor system performance and usage to maintain security and reliability.

• Partner with the Enterprise Architecture and Business Applications teams to establish services that support configuration changes, extensions, and development.

• Compile and maintain inventory of company software usage, systems assets and their corresponding contracts/agreements.

Required Education and Experience:

• Bachelor’s degree, preferably in the field of business administration, computer science, or information systems 

• 10 years of experience working in an ERP-related capacity.  

• Must have direct experience managing a global user support organization for D365 systems and associated technologies.

• Must have experience working with external managed services as well as developing internal teams.

• Must have at least 5 years of experience in managing a customer-facing support organization for a large multi-site multi-national organization, building teams and processes to deliver exceptional customer service.

• Experience collaborating across multiple teams to deliver customer focused support.

• Established experience supporting and implementing Dynamics and related technologies.

• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

• Knowledge of the Microsoft software development and implementation technology ecosystem.

• Able to develop and interpret technical documentation for troubleshooting and training purposes.

• Strong understanding of the organization’s goals and objectives.

Personal Attributes:

• A passion for coaching team members to provide an exceptional experience with every customer service opportunity.

• Demonstrated ability to coach and mentor team members.

• Strong analytical and problem-solving abilities.

• Highly self-motivated and directed.

• Ability to absorb new ideas and concepts quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to conduct research into software usage and delivery concepts, as well as technical application issues.

• Ability to present ideas in a business-friendly and user-friendly language.

• Excellent written, oral, interpersonal, and presentational skills.

• Experience working in a collaborative environment.

Supervisory/Responsibility:
Leader role with a global team of six individual contributors on the Enterprise ERP Support Services Team as well as leading third-party relationships in scope of role.

Travel:
This position may require travel on an occasional basis. 

The approximate pay range for this position is $170,000 - $210,000 annually. Please note that the pay range is a good-faith estimate at the time of posting and may vary based on factors such as experience, skills, and geographic location. Our complete benefits package includes: medical, dental, and vision insurance; paid time off; 401k plan with company match.  

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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.  If your experience is close to what you see listed here, please still consider applying.  We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions.  Please let us know if you require reasonable accommodations during the interview process. ​

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