Head of ERP Support – Dynamics 365 BC Leader (Hybrid)

Dalkia UK; Birmingham; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Dalkia UK is seeking an experienced Head of ERP Support on an interim basis to lead the ERP support function, primarily focused on Microsoft Dynamics 365 Business Central and 4PS Construct. You will manage incidents, changes, and backlogs while coordinating with business users, IT teams and external partners in a Birmingham-hybrid setup.

You will build a high-performing ERP support team, drive governance, releases, and deployment activities, and seek continuous improvement in processes, system

Qualifications

• Significant experience leading an ERP or business applications support function.
• Hands-on experience with Microsoft Dynamics 365 Business Central; experience with 4PS Construct would be highly advantageous.
• Strong knowledge of IT service management, incident and problem management and change governance.
• Experience managing support backlogs, software releases, upgrades, testing and production deployments.
• Experience working with external software suppliers and development partners.
• Strong stakeholder management and communication skills, with the ability to translate technical issues into clear business-focused information.
• Experience using tools such as Jira, Freshservice and Confluence.
• Excellent organisational and prioritisation skills, with a focus on service quality, governance and continuous improvement.

Responsibilities

• Leading and developing the ERP Support Team, providing clear direction, ownership and accountability.
• Managing the day-to-day support service, including incidents, service requests, problems and defects.
• Owning and prioritising ERP backlogs and Jira sprint boards, coordinating sprint planning and releases.
• Managing the end-to-end change lifecycle, from assessment and approval through to testing, deployment and documentation.
• Identifying when larger or higher-risk changes need to move into formal project governance.
• Monitoring service performance, ticket volumes, ageing and SLAs, taking action to reduce backlogs and recurring issues.
• Managing relationships with 4PS, Microsoft and other external suppliers, including escalations, performance and commercial management.
• Working closely with business stakeholders and IT teams to ensure effective communication and resolution of issues.
• Ensuring robust documentation, governance and operational controls are maintained.
• Supporting ERP transformation, integration and automation initiatives and ensuring successful transition into Business-as-Usual support.
• Identifying opportunities to improve processes, system performance, automation and the overall user experience.

Skills

ERP leadership

Microsoft Dynamics 365 Business Center

4PS Construct

IT service management

Incident & problem management

Change governance

Backlog management

Jira

Freshservice

Confluence

Stakeholder management

Production deployments

Tools

Jira

Freshservice

Confluence

Job description

Dalkia UK is seeking an experienced Head of ERP Support on an interim basis to lead the ERP support function, primarily focused on Microsoft Dynamics 365 Business Central and 4PS Construct. You will manage incidents, changes, and backlogs while coordinating with business users, IT teams and external partners in a Birmingham-hybrid setup.

You will build a high-performing ERP support team, drive governance, releases, and deployment activities, and seek continuous improvement in processes, system