Senior Lead - d365 Support & Operations

ON RUNNING; London; On-site; GBP 60,000 - 100,000; Full time

Job description

In short

In the dynamic landscape of On, the tech thrives much like a spirited runner: always moving, always improving. We are building technology that continues to supercharge the growth of On, helping to ignite the human spirit through movement.

As an integral part of our D365 F&O team at On, you'll find yourself at the heart of a fast-paced, diverse environment. Our ecosystem thrives on collaboration - a confluence of curious minds challenging and learning from one another, always seeking the uncharted. Here, we venture into new territories of technology, continuously refining our approach and embracing challenges head-on.

Your role will be pivotal in establishing a 24/7 global support model to ensure seamless business operations across all our locations. The ideal candidate possesses deep technical expertise in D365 F&O, strong leadership skills, and a proven track record of building and managing high-performing support teams that further On's mission. Experience with D365 for Retail is a significant advantage.

Your Mission

Leadership & Strategy:

• Lead and mentor a team of D365 F&O support analysts and administrators, fostering a culture of collaboration, knowledge sharing, and continuous learning.
• Develop and implement a comprehensive support strategy for D365 F&O, encompassing incident management, problem management, change management, and knowledge management.
• Define and enforce service level agreements (SLAs) to ensure timely and effective support to end-users.

Global Operations:

• Design and implement a 24/7 global support model, ensuring seamless coverage across different time zones and geographies.
• Establish effective communication channels and escalation procedures for critical incidents.

Technical Expertise:

• Possess deep technical understanding of D365 F&O modules, including finance, supply chain, manufacturing, and retail.
• Provide expert-level troubleshooting and resolution of complex technical issues.
• Stay abreast of the latest D365 F&O updates, features, and best practices.
• Contribute to the planning and execution of D365 F&O upgrades and enhancements.

Retail Experience (Highly Desired):

• Demonstrate practical experience with D365 Retail modules, including POS and store operations.
• Understand the unique challenges and requirements of supporting a retail environment.
• Contribute to the optimization and enhancement of D365 Retail functionalities.

Continuous Improvement:

• Proactively identify areas for improvement in support processes and service delivery.
• Implement measures to enhance operational efficiency, reduce incident resolution times, and improve user satisfaction.
• Monitor and analyze key performance indicators (KPIs) to track the effectiveness of support operations.

Your story:

• With over 8+ years of experience in supporting and managing D365 F&O and Retail, you've mastered the art of supporting, managing and optimising high-performance and availability solutions.
• Proven experience in building and leading high-performing support teams.
• Understanding of ITIL best practices for service management.
• Strong analytical and problem-solving skills.
• Experience with setting up and managing 24/7 global support operations is a plus.
• Experience with D365 for Retail is a significant plus.
• Certifications in Microsoft Dynamics 365 are highly desirable.
• Fluent in English, your clear articulation bridges teams worldwide, ensuring collaborative synergy.