ERP Service Delivery Manager

Job description

About the context

The D365 ‘HERO’ Programme is a multi-year global transformation Programme in Finance & Operations implementing Microsoft Dynamics 365 across all our regions. HERO aims to harmonise multiple regional ERPs existing globally, while respecting our divisional operating models and métier specificities. It will create a standardized, single global core ERP model, based on the SaaS Microsoft D365 F&O platform.

HERO is not just a Programme; it is a transformation building the foundation for the success of our Global business, strengthening us to embrace the growth of our future.

Your role @ Chanel

The Service Delivery Manager leads and ensures the seamless delivery of Global ERP D365 IT services, focusing on proactive service management across a complex heavily integrated ecosystem collaborating partnering closely with managed service providers. This role also involves collaborating with cross-functional teams to implement best practices in service management, drive Run partner to deliver managed services and fostering a culture of excellence.

The impact you can create at Chanel

·  Accountable for end-to-end HERO service to the UK / SWISS / EUROPE regions, including system and service performance and management of the Run partner
·  Proactively drive and assure quality of D365 managed service for each Region.
·  Continuously improve IT Service Management processes
·  Oversee high-quality  managed services delivery by partners for internal users from Global and Regional teams.
·  Accountable for the quality of service and performance, including future demand from growth and projects
·  Lead service delivery team in executing service level agreements (SLAs) and key performance indicators (KPIs)
·  Conduct regular performance reviews and identify opportunities for improvement
·  Creation of standard operating procedures for key service delivery functions
·  Manage  internal users & various teams’ relationships and act as the primary point of contact for service-related inquiries and escalations
·  Take ownership of major and high-priority incidents and ensure effective coordination and communication
·  Drive proactive problem management and implementation of RCA actions in a timely manner with correct accountability.
·  Collaborate with cross-functional teams to troubleshoot complex service issues
·  Ensure that service transition impacts from new releases are known and planned for working closely with D365 Release and Product teams.
·  Monitor, control, and support service delivery to ensure systems, methodologies, and procedures are in place and followed
·  Responsible for internal and third-party service reviews
·  Facilitate training and development programs for service delivery personnel
·  Design, create, and deliver training on existing services in collaboration with Change management team

What you will bring:

Education and Experience:

·  ITIL framework or similar IT service management qualifications
·  Extensive experience in ERP service delivery management, preferably in a technology or consulting environment
·  Experienced in project management methodologies
·  Familiar with service management tools and platforms such as ServiceNow and ADO
·  Familiar with cloud services and infrastructure

Skills:

·  Strong problem-solving skills with the ability to analyse complex technical issues and develop effective solutions.
·  Excellent verbal and written communication skills. Ability to articulate complex technical concepts to non-technical audience, all level of the organisation
·  Leadership attitude, client oriented and performance minded
·  Strong skills at ‘connecting the dots, excellent attention to details while being able to see the big picture.
·  A great collaborative and team spirit and strong interpersonal and influencing skills to enable you to propose the right choice, validate the good decision, build community, … within the multiple partners in the company.
·  English is a must, French or other spoken languages is a plus

What Chanel can offer you:

·  Take part in a global transformation program across multi-regions and multi-partners
·  Be a key partner for Business and IT corporate domains, as well as many internal/external partners within Global, Corporate services and regions.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.