Manager, Dynamics 365 F&O Operations / Support Team

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.

Your Opportunity

BDO Canada is seeking a Manager, Dynamics 365 F&O Operations / Support Team to join our fast-paced and growing Solution Operations practice, with the ability to work from anywhere in Canada. The primary focus of this role is to operationalize and manage the D365 F&O service line within the practice. The ideal candidate would be someone that is passionate about operations and service, growing and maturing the team, driving continuous improvement and contributing to the evolution of the practice. As part of this role, the candidate would own the delivery and operations of key accounts. An entrepreneurial spirit is welcome in this role.

BDO Digital provides implementation and support services for accounting and enterprise resource planning (ERP), customer relationship management (CRM) and business intelligence (BI) solutions to our clients across Canada. BDO Digital is a Microsoft Gold Certified partner and was named Microsoft Canada Partner of the Year for 2024.

Responsibilities will include :

Talent

Support the addition of new talent through participation in the recruitment process

On-going mentoring and coaching of the team including of performance management and career guidance

Team utilization planning and forecasting

Ensuring our support professionals have the skills, experience and capacity required to deliver our service offerings

Engagements

Manage multiple engagements against budget, timeline and scope

Provide financial and accounting recommendations to clients operating on D365 F&O

Be the go-to person for the D365 F&O team on financial and accounting best practice advice, as needed when supporting clients

Monitor and manage vendor relationships where applicable.

Leading internal and external action planning meetings and driving deliverables to closure

Act as an escalation contact on and off hours as needed and manage any customer satisfaction or delivery concerns

Build deep relationships with Clients and assist in expanding engagement

Operations

Ensuring effective delivery of operations and high customer service

Ensuring the adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices

Support the finance team as part of the month end billing process

Support the evolution of tools and operational procedures driven through the lens of continuous improvement

Update / Establish, track and report on Key Performance Indicators supporting the delivery of operational excellence

Growth

Understand the Solution Operations offering and participate in pre-sales presentations, pricings and proposals

Assist in development & implementation of new service offerings

Contribute and lead one or more aspects of the practice annual business plan

How do we define success for your role?

You demonstrate BDO's core values through all aspect of your work : Integrity, Respect and Collaboration

You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work

You identify, recommend, and are focused on effective service delivery to your clients

You share in an inclusive and engaging work environment that develops, retains and attracts talent

You actively participate in the adoption of digital tools and strategies to drive an innovative workplace

You grow your expertise through learning and professional development

Your experience and education

Bachelor’s degree in business, technology or a related discipline

5+ years experience with Dynamics 365 F&O and / or Dynamics AX ERP systems, or equivalent experience with other ERP systems (e.g. SAP or Oracle Cloud ERP etc.)

5+ years’ experience in the Information Technology / Consulting space with demonstrated operational experience

5+ years' experience in overseeing software projects / programs

3+ years' experience in managing and mentoring a team of at least 5 team members

3+ years' experience in engaging in pre-sales activities including estimations and proposal writing

3+ years' experience in managing upwards inclusive of engaging with senior customer personnel (Controllers, Directors, VPs etc)

3+ years' experience in creation and implementing operational procedures and continuous improvement activities

D365 F&O certifications would be considered an asset

Certification / Working Knowledge in Agile or Scrum methodology or Project Management

Other Skills

Certification / Working Knowledge in ITIL or ITSM related programs

Understanding of key concepts and fundamentals in Dynamics 365 F&O

Strong customer relationship skills

Excellent communication and presentation skills

Excellent troubleshooting and problem-solving skills

Excellent in multi-tasking and time management