Director, Enterprise ERP Support Services

Barry-Wehmiller; United States; On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401k plan with company match

Job summary

Barry-Wehmiller is seeking a Director, Enterprise Dynamics Services to lead a team dedicated to exceptional support for Microsoft Dynamics solutions. You'll be responsible for building and developing the service team, managing support requests, and ensuring stakeholder communications are effective.

The ideal candidate will have substantial experience in ERP systems, particularly Dynamics 365, and a passion for coaching team members to deliver outstanding customer service.

Qualifications

• 10 years of experience working in an ERP-related capacity.
• Direct experience managing a global user support organization for D365 systems.
• Experience working with external managed services and developing internal teams.

Responsibilities

• Lead the Enterprise Dynamics Services team for high-quality support.
• Build and develop the team to provide global support for Dynamics F&O and CE solutions.
• Manage ticket administration and ensure issues are well documented.

Skills

Customer service management

Dynamics 365 expertise

Analytical skills

Coaching and mentoring

Education

Bachelor’s degree in business administration, computer science, or information systems

Tools

Microsoft Dynamics

ERP systems

Job description

About Us

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people‑centric leadership with disciplined operational strategies and purpose‑driven growth, Barry‑Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

Job Description

The role of the Director, Enterprise Dynamics Services is to lead the Enterprise Dynamics 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. The incumbent will troubleshoot applications for internal customers across all Barry-Wehmiller locations using Microsoft Dynamics, set strategies for the team, and effectively manage a cross‑functional team of support technicians, analysts, and external service provider(s) to provide exceptional customer service. When needed the person will undertake direct support work and act as a coach‑mentor, building a highly competent service team.
The role will also assist in the maintenance, design, delivery, and improvement of existing Dynamics‑related applications/processes, helping the organization raise the level of standardized usage of Microsoft Dynamics applications and processes across the entire organization.

Principal Duties and Responsibilities

• Build and develop an Enterprise Dynamics Services team to provide global support for BW’s Dynamics F&O and CE solutions, including transitioning existing team members to new roles, onboarding new team members, and establishing services with third parties. Other activities include establishing processes, procedures, playbooks, and metrics.
• Lead the team to resolve service desk tickets, ensuring issues are addressed, corrections are well documented, users are informed of progress, and they are trained or briefed on corrective action. The role is also responsible for providing necessary training or briefings and ensuring appropriate escalation procedures are followed, with proper transfer and tracking of the issue to closure.
• Manage ticket administration, both internal and external, including documenting issues, inputting user data, managing the queue of tickets, setting priorities, and scheduling work.
• Develop and manage relationships with external third‑party support providers to ensure quality and continuity of service, integrate them with internal teams, manage commercial aspects, and resolve problems to ensure seamless service delivery.
• Collaborate on Knowledge Base development, documenting common faults and resolutions, and providing training materials to promote use of the Knowledge Base for all tiers of support.
• Oversee stakeholder communications, ensuring operational issues are visible, tracked, and well reported. During incidents, act as a key point of communication, keeping stakeholders informed of progress and corrective actions.
• Develop and deploy KPIs and metrics to bring visibility to service quality, striving for consistency with other IT teams.
• Monitor queues and appropriately escalate business system outages, ensuring group performance is well coordinated and visible.
• Coordinate controlled testing of corrections, modifications, service packs and upgrades through the Executive Automats solution, ensuring integrity of 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 Dynamics and related applications across the organization.
• Plan, coordinate, and participate in the design, development, and delivery of Dynamics‑related training programs.
• Collaborate with fellow team members, identify and learn software applications used across the organization to widen expertise.
• Establish standard processes to monitor system performance and usage to maintain security and reliability.
• Partner with Enterprise Architecture and Business Applications teams to support configuration changes, extensions, and development.
• Compile and maintain inventory of company software usage, systems assets and corresponding contracts/agreements.

Required Education and Experience

• Bachelor’s degree, preferably in business administration, computer science, or information systems.
• 10 years of experience working in an ERP‑related capacity.
• Direct experience managing a global user support organization for D365 systems and associated technologies.
• Experience working with external managed services and developing internal teams.
• At least 5 years of experience managing a customer‑facing support organization for a large multi‑site, multinational 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.
• Ability to develop and interpret technical documentation for troubleshooting and training purposes.
• Strong understanding of the organization’s goals and objectives.

Personal Attributes

• 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.

Work Environment

• The role primarily works in an office environment.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.

Supervisory / Responsibility

Leader role with a global team of six individual contributors on the Enterprise Dynamics Services Team as well as leading third‑party relationships within the scope of the role.

Position Type

This is a salaried, full‑time position with the understanding that a regular workweek will require extended days and hours as needed to meet business needs.

Travel

This position may require travel on an occasional basis.

Physical Demands

The physical demands described here are representative of those performed in the job duties. The employee sits at a desk and uses a computer for prolonged periods of time. Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment. The employee must occasionally lift and/or move up to 15 pounds.

Compensation and Benefits

The approximate pay range for this position is $170,000 - $210,000 annually. Our complete benefits package includes: medical, dental, and vision insurance; paid time off; 401k plan with company match.

Equal Opportunity Employer

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.

Barry‑Wehmiller is an equal opportunity employer. M/F/D/V. This organization uses E‑Verify. Applicants may be subject to pre‑employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

Company

Bw Corporate US