Global CRM Sustain & Operations Lead

OTIS; Deutschland; Remote; EUR 28.000 - 36.000; Vollzeit

Zusammenfassung

A global technology company is seeking a Global CRM Sustain & Operations Lead in Brazil. The role involves managing CRM operations, ensuring system stability, and enhancing ITIL processes. Candidates should have 5 years of experience with Microsoft Dynamics 365 and strong leadership skills. This position promotes continuous improvement and oversees compliance initiatives.

Qualifikationen

• 5 years of experience with Microsoft Dynamics 365.
• Experience in ITIL/ITLM.
• Strong Leadership skills and experience leading Teams.
• Very strong written and verbal communication skills.

Aufgaben

• Provide Recommendations and Status Updates to Leadership.
• Manage Key Relationships with Business and Technical Stakeholders.
• Oversee the day-to-day operations of the production environment.

Kenntnisse

Microsoft Dynamics 365

ITIL/ITLM

Leadership

Interpersonal skills

Project management

Analytical skills

Communication skills

Ausbildung

Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science

Tools

Microsoft Azure Dev Ops (ADO)

Jobbeschreibung

Overview

Date Posted: 2025-08-20

Country: Brazil

Location: LOC6025: R ELISHA OTIS, 841, SALA 1, São Paulo, SÃO BERNARDO DO CAMPO, 09852-075 Brazil

Title

Global CRM Sustain & Operations Lead

Responsibilities

• Provide Recommendations, Action Plans, and Status Updates to Leadership and Key Stakeholders
• Manage Key Relationships with Business and Technical Stakeholders
• Interaction with key users of the applications and align application services with business goals to ensure efficiency and value delivery
• Continually mature Sustain & Operational/Platform processes to meet Otis needs & requirements
• Oversee the day-to-day operations of the production environment, ensuring system stability, performance, reliability & quality
• Ensure adherence to policies, procedures, KPI’s, SLA’s, best practices and improve tracking with vendors/teams
• Focus and fine-tune KPI’s to ensure internal teams address areas that provide the most value
• Enforce/champion and expand our AI usage in day-to-day operations with internal sustain/workstream teams (including vendors)
• Improve reports on support activities, incident trends, and system health for stakeholders
• Promote continuous improvement by identifying automation opportunities and process enhancements
• Drive Problem Management and follow best-in-class practices, implementing preventive measures and meeting Otis level objectives
• Troubleshooting issues, coordinating with development teams, and implementing best practices for incident management and resolution
• Ensure/e nforce data integrity, administration, configuration, and maintenance of all Global CRM environments (non-production & production)
• Collaborate with cross-functional teams to address complex technical challenges
• Ensure/implement production monitoring for all integration systems connected to production CRM and address monitoring gaps
• Assist with new global initiatives with the Global CRM Implementation & Rollout COE team
• Lead audit/compliance initiatives for Global CRM, working with auditing/compliance/DR teams
• Approve/coordinate environmental server upgrades, license management, and platform items with appropriate teams/vendors
• Ensure proper documentation for system configurations, flow diagrams, troubleshooting steps, support processes & interfaces
• Push for automation and eliminate manual efforts
• Ensure adherence to IT security policies, data privacy regulations, and compliance standards
• Oversee/enhance ITIL processes such as Incident Management, Change Management, and Service Delivery

Qualifications

• 5 years of experience with Microsoft Dynamics 365
• Experience in ITIL/ITLM
• Experience with Microsoft Dynamics 365 Platform (Sales Module) highly preferred
• Experience with MS Azure Dev Ops (ADO) tool preferred, but not required
• Experience facilitating cross-functional workshops with key stakeholders across multiple Functional Areas and Geographic Areas
• Ability to understand and drive key decisions related to Technical Solutions based on feasibility, cost/benefit analysis, and complexity
• Strong Leadership skills and experience leading Teams
• Strong Interpersonal skills in teamwork, facilitation, collaboration, and negotiation
• Strong Project Management skills in tracking project plans, managing resources, providing status updates, etc.
• Ability to understand both the strategic and tactical perspectives of business problems and technical solutions
• Highly organized and analytical
• Very strong written and verbal communication skills
• Exposure to multiple, diverse Business Systems and Technologies

Education

• Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience

Note: Otis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact [e-mail].

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