We are seeking an experienced Service Operations Manager to oversee the operational stability, performance, and governance of our AX2009 and AX2012 environments. You will manage and support the our L2/L3 support team and the daily operational AX landscape, while ensuring smooth integration with large-scale projects running in the same environments.
You will coach and support the teams in your business area to ensure that the agreed operational processes are being followed.
Key Responsibilities:
System Operations Management:
- Oversee the operation of all AX2009 and AX2012 environments.
- Ensure system performance, availability, and capacity meet business SLAs.
- Lead incident, problem, and change management processes following ITIL best practices.
Service Governance & Compliance:
- Collaborate with internal audit, Security, and Functional teams to maintain audit readiness and ensure regulatory compliance.
Operational Support & Issue Resolution:
- Lead L2/L3 support teams in troubleshooting and resolving AX environment issues.
- Implement proactive monitoring, automation, and continuous improvement initiatives.
- Manage escalations with third-party vendors for advanced support.
Collaboration with Project Teams:
- Support large-scale transformation projects, ensuring minimal disruption to operational environments during upgrades, migrations, and new implementations.
- Oversee cutovers, testing, and hypercare for new project go-lives.
Stakeholder & Vendor Management:
- Serve as the primary point of contact for AX service operations across business units, IT teams, and external partners.
- Drive continuous service improvement (CSI)
- Define and report on KPIs, SLAs, and operational dashboards to senior leadership.
Technical Requirements:
- 4+ years of experience in managing AX operations with extensive integration setup.
- Basic knowledge of AX2009 and AX2012.
- Strong understanding of ITIL processes and their integration within the SDLC.
- Knowledge in key AX business processes (R2 R, O2 C, P2 P).
- Proficient in using ITSM tools (Service Now preferred).
- ITIL v4 certification (Foundations;
Operational Support and Analysis)
