MS Dynamics 365 F&O Program Manager

The MS Dynamics 365 F&O Program Manager will provide senior technical, functional, and service leadership for the end-to-end delivery of Microsoft Dynamics 365 Finance & Operations (D5 F&O) global support services. The role is responsible for maintaining stable, performant, and continuously improving business-critical ERP processes across Finance, Supply Chain, Manufacturing, and Project Operations. The Program Manager will serve as a primary escalation point for complex functional and technical issues, lead a geographically distributed ERP support team, manage service governance and SLA performance, oversee incident and problem management, coordinate change and release activities, and partner with business stakeholders, Microsoft, and third-party vendors. Key Responsibilities Own and manage the global D365 F&O ERP support service across regions and time zones in alignment with ITIL service management practices. Define, monitor, and enforce SLAs, OLAs, and KPIs for incident, problem, and change management. Establish and lead regular service review meetings with stakeholders, presenting performance dashboards, incident trends, and improvement roadmaps. Maintain and continuously improve the global support model, including follow-the-sun coverage, on-call rotations, and escalation matrices. Ensure robust documentation of support processes, runbooks, known error databases (KEDB), and knowledge base articles. Act as the primary escalation lead for P1 and P2 incidents impacting D365 F&O. Coordinate rapid incident response across functional, technical, and infrastructure teams. Drive root cause analysis (RCA) and post-incident reviews (PIR), ensuring corrective and preventive actions are identified, tracked, and implemented. Lead proactive problem management activities to identify recurring issues and systemic weaknesses within the ERP landscape. Collaborate with Microsoft Support, including Premier/Unified Support, to manage and expedite critical support tickets. Provide functional expertise across D365 F&O modules including General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Budgeting, Procurement, Inventory Management, Supply Chain, Manufacturing, and Project Management Accounting. Guide support teams in diagnosing and resolving complex D365 F&O configuration, integration, and data issues. Oversee technical support activities including debugging X++ customizations, reviewing LCS environments, managing data entities, and coordinating batch job operations. Manage D365 F&O environments across Production, UAT, Sandbox, and Development tiers, including update management and release coordination. Support integration-related incidents involving Azure Integration Services, Logic Apps, Data Factory, MuleSoft, and external systems. Govern the D365 F&O change management lifecycle to ensure changes are assessed, tested, approved, and deployed with minimal business disruption. Coordinate Microsoft One Version update cycles, assess release notes for business impact, and manage regression testing with business and QA teams. Manage hotfix deployments, configuration changes, and ISV solution updates in accordance with the Change Advisory Board (CAB) process. Serve as the primary point of contact for business process owners, regional finance and operations leaders, and C-suite stakeholders. Build and maintain relationships with Microsoft account teams, Dynamics partners, ISV vendors, and third-party implementation partners. Communicate service performance, upcoming changes, and risk areas to technical and non-technical stakeholders. Negotiate and manage support contracts, Microsoft Unified Support entitlements, and third-party service agreements. Lead, mentor, and develop a geographically distributed team of D365 F&O support analysts, functional consultants, and technical developers. Define clear roles, responsibilities, and performance expectations for the support organization. Required Qualifications Strong experience with D365 CE Technical. Strong functional and technical experience with D365 F&O, particularly Finance. Strong D365 F&O technical expertise, including support and troubleshooting of enterprise ERP environments. Experience with program architecture and enterprise solution governance. Strong project governance and service management experience. Experience managing complex incidents, problems, changes, and releases in enterprise ERP environments. Strong stakeholder and vendor management skills across technical, business, and executive audiences. Experience leading geographically distributed technical and functional teams. Preferred Qualifications Experience with D365 F&O Supply Chain. Experience in problem management and root cause analysis. Experience with project financial management. Experience with project planning and delivery. #J-18808-Ljbffr Compunnel, Inc.