D365 CoE - IT Service Owner

Cencora•Conshohocken, PA

1d•Remote

About The Position

This role leads the Dynamics 365 Center of Excellence (CoE) Team for Global Consulting Services, with potential for future D365 implementations. The D365 ERP system supports a global business across 25+ countries. The CoE team includes internal functional and technical staff, as well as a vendor AMS team. The position is accountable for the D365 platform overall and for coordinating with 'Vision25' project delivery teams through the global wave rollout. The role is responsible for ensuring new services or enhancements align with business initiatives and is accountable for the development, implementation, evaluation, and ongoing management of services and products. This includes delivering service roadmaps, planning for capacity, availability, and performance with other IT teams, and holding suppliers accountable via formal agreements. The Service Owner represents the assigned service across the organization, defines escalation and notification procedures, and works with Problem Management to address service issues. They are also accountable for maintaining the Configuration Management Database, working with the Change Manager on acceptable change windows, and ensuring services adhere to ITIL processes. Key activities include delivering Quarterly Service Reviews, negotiating Service Level Agreements (SLAs) with business partners and Organizational Level Agreements (OLAs) with other IT teams, producing SLA performance metrics, defining service costing models, and maintaining the Service Catalog. Continuous improvement, innovation, understanding market demands, and creating/maintaining service documentation are also core responsibilities. The role includes management and career development of direct reports and mentoring of IT resources.

Requirements

Excellent verbal and written communication skills
Subject matter expertise in both the business and technology
Skilled in conflict management
Experience working in a matrix environment
Progressive leadership experience over 7+ years in an IT environment with significant business exposure
Significant experience of owning ERP system(s).
ITIL v3 Foundation Certified
Able to anticipate customer needs and expectations
Able to influence associates who are not in your direct reporting structure
Demonstrated strategic agility
Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results
Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems
Advanced communication, negotiation, and conflict resolution capabilities at all levels of management
Strong presentation skills
Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively
Advanced decision making skills
Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions
Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary
Able to travel a minimum of 25%

Nice To Haves

BS Degree in Computer Science, Business or related field preferred
Experience specifically with Dynamics 365 is not required, but would be beneficial

Responsibilities

Lead Dynamics 365 CoE Team for Global Consulting Services, and potentially for future D365 implementations.
Accountable for D365 platform overall, and for coordinating with "Vision25" project delivery teams through completion of global wave rollout.
Responsible for ensuring that new services or service enhancements are aligned with business initiatives.
Accountable for the development, implementation, evaluation and on-going management of new and existing services and products.
Deliver service roadmaps with input from the Relationship Managers, EA and other supporting teams.
Accountable for working with other IT teams to plan for capacity, availability and performance requirements for new and existing assigned services.
Hold internal and external suppliers accountable via formal agreements.
Represent the assigned service across the organization.
Accountable for defining the escalation and notification procedures for assigned service with the Relationship Manager, Incident Management team and other supporting teams.
Accountable for working with Problem Management to address problems within the service.
Accountable for the population and maintenance of the Configuration Management Database for the service and it’s supporting Configuration Items.
Accountable for working with the Change Manager to determine acceptable windows for changes for the service.
Ensure services and products adhere to Information Technology Infrastructure Library (ITIL) processes.
Deliver Quarterly Service Reviews.
Accountable for negotiation of Service Level Agreements with business partners.
Responsible for negotiation of Organizational Level Agreements with other IT teams that support assigned services.
Produce SLA performance metrics for assigned services.
Define the service and determine the costing model of the assigned services listed in the Service Catalog.
Accountable for maintaining the Service Catalog for assigned services.
Continuous improvement and innovation of the assigned services and products.
Understand the market demands for the service as well as potential competing services.
Accountable for the creation and maintenance of all service documentation.
Accountable for the management and career development of direct reports.
Mentoring of IT resources.