IT Service & Hypercare Lead (D365 F&O)

Baltic Assist

5d • Hybrid

About The Position

Our client is an international company undergoing a large-scale ERP transformation across multiple Central and Eastern European markets as part of a global digital transformation programme. To support a successful Microsoft Dynamics 365 Finance & Operations rollout, we are looking for an experienced IT Service & Hypercare Lead to strengthen post-go-live operations, coordinate incident management, and support operational readiness during a critical transition period. This role combines service management, hypercare coordination, SLA governance, and hands-on stakeholder support in a fast-paced production environment.

Requirements

• 5+ years of experience in IT Service Management or Incident Management within ERP environments.
• Hands-on experience with ServiceNow, including SLA monitoring, queue management, and incident handling.
• Experience supporting D365 F&O (or similar ERP systems) after go-live, including hypercare phases.
• Strong stakeholder management and communication skills.
• Experience managing external vendor performance and SLA governance.
• Ability to coach both technical teams and business users in live environments.
• Availability to work on-site in Croatia for at least 6 weeks from June 2026.
• Professional English language skills.

Nice To Haves

• Croatian, Serbian, or other Balkan language skills.
• Experience in large international transformation programmes.
• Understanding of AMS and transition-to-support processes.

Responsibilities

• Supervise and monitor daily ticket activity across the service desk and Local IT queues.
• Ensure timely handling and escalation of critical incidents and SLA risks.
• Govern vendor SLA performance and manage escalation processes.
• Support hypercare activities during go-live and stabilisation phases.
• Coordinate incident ownership transitions between support teams.
• Coach Key Users and Local IT teams during live production support.
• Act as liaison between local teams and global support functions during transition activities.
• Track incidents, risks, resolutions, and operational readiness progress.
• Provide regular reporting on ticket status, SLA performance, and recurring issues.

Benefits

• Opportunity to contribute to a major international ERP transformation programme.
• High-impact role during a critical go-live and stabilisation phase.
• International project environment with cross-functional collaboration.
• Hybrid setup combining on-site and remote work.
• Possibility to extend involvement in future programme phases.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed