JOB TITLE: Delivery Manager - MBA

JOB PURPOSE: To manage delivery of Dynamics 365 ERP and CRM Projects and support operations regionally

QUALIFICATION: BE/BTech/B.Sc./Diploma

EXPERIENCE: 12 – 18 Years

CERTIFICATIONS: MANDATORY (CAPM or PMP); DESIRABLE (AGILE, SCRUM)

MANDATORY TRAININGS ATTENDED: Any enterprise ERP

REPORTING TO: Director

RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

• Project & Delivery Management:
• Oversee the end-to-end delivery of Microsoft Dynamics 365 solutions, ensuring projects are completed on time, within scope, and budget.
• Establish and maintain project key performance indicators (KPIs) and support service level agreements (SLAs) and to track quality and client satisfaction.
• Manage a combination of dedicated and shared resources for each engagement, ensuring optimal staffing and efficiency.
• Lead project managers in planning, executing, monitoring, and closing projects, ensuring delivery excellence.
• Define and enforce delivery best practices, methodologies, and governance frameworks.

• Resource & Performance Management:
• Lead teams, including project managers, consultants and leads to deliver Dynamics 365 solutions across multiple engagements of projects and support contracts.
• Provide guidance, mentorship, and performance management for team members to achieve high standards of service.
• Develop and maintain a structured resource pyramid to ensure optimal skill mix, cost efficiency, and sustainable growth.
• Drive billable utilization and align resources effectively across projects to maximize profitability.
• Develop strong understanding of Microsoft Dynamics 365 ecosystem, including Finance & Operations, Customer Engagement, and Power Platform.

• Client Relationship Management:
• Establish and maintain strong relationships with key stakeholders, including clients, internal leadership, and partners.
• Conduct regular client reviews, addressing concerns, gathering feedback, and identifying opportunities for additional services or solutions.
• Act as the escalation point for project and support-related issues, ensuring timely resolution and customer satisfaction.

• Delivery Governance & Risk Management:
• Responsible for project planning, scheduling, and execution, ensuring alignment with business objectives.
• Identify potential risks and develop mitigation plans to address them proactively in projects and support.
• Negotiate change management conflicts with clients as per scope and contract.
• Ensure proper documentation of project progress, changes, and final outcomes.

• Financial and P&L Management:
• Responsible for the financial performance of the delivery unit, ensuring revenue targets, cost control, and profitability objectives are met.
• Monitor project budgets, billing cycles, and contract adherence to maximize commercial success.
• Work closely with sales, presales, and account management teams to support business growth and ensure seamless project handovers.

TECHNICAL SKILLS/ COMPETENCIES:

MANDATORY

• Overall 12+ years of experience with at least 6+ years in project and delivery management of ERP programs.
• Demonstrated ability to manage multiple projects and support engagements with geographically distributed teams.
• Strong Knowledge on:
• Project Control Tools
• Risk Management
• Microsoft Projects
• Capacity Management
• Visio

OPTIONAL

• Specific expertise on Microsoft Dynamics 365 F&O, Supply Chain and CRM projects for at least 3 years
• Application Managed Services sizing and execution governance

SOFT SKILLS:

• MANDATORY
• Excellent leadership and interpersonal skills.
• Proficiency in stakeholder management and conflict resolution.
• Conflict management and negotiation skills
• Analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills in English
•