Job Description 

We are seeking a proactive and experienced Support Manager to lead our support operations for Microsoft Dynamics 365 Finance & Operations (D365 FO). This role is critical in ensuring high-quality service delivery, managing support consultants, and maintaining strong client relationships. 

The Support Manager will oversee ticket resolution, drive continuous improvement, and ensure alignment between client expectations and service capabilities. This position requires strong leadership, deep functional knowledge of D365 FO, and excellent communication skills. 

Key Responsibilities 

·       Lead and manage the Dynamics 365 support team, ensuring timely and effective resolution of client issues. 

·       Oversee daily support operations, including ticket assignment, prioritization, and escalation. 

·       Maintain high levels of customer satisfaction through proactive communication and service excellence. 

·       Collaborate with internal teams (consulting, development, sales) to ensure seamless support delivery. 

·       Monitor performance metrics and implement improvements to enhance support efficiency and quality. 

·       Provide guidance and mentorship to support consultants, fostering skill development and knowledge sharing. 

·       Participate in client meetings to understand evolving needs and align support strategies accordingly. 

·       Ensure compliance with SLAs and contractual obligations. 

·       Contribute to resource planning and recruitment for the support team. 

Requirements 

·       Bachelor’s or Master’s degree in Business, IT, Project Management, Finance or a related field. 

·       Minimum 5 years of experience in consulting or helpdesk or project management in leading role, preferably in ERP or SaaS environments. 

·       Strong understanding of Microsoft Dynamics 365 Finance & Operations or similar ERP. 

·       Proven experience managing a team and client relationships.  

·       Excellent problem-solving, organizational, and communication skills.  

·       Ability to work independently and manage multiple priorities. 

·       Fluent in English (written and spoken). 

·       Willingness to work in South East Asia timezone and travel when required. 

Benefits 

·       Competitive salary and performance-based bonuses. 

·       Allowances and company-sponsored trips. 

·       Minimum 18 days of annual leave. 

·       5-day work week with flexible working hours. 

·       Supportive and collaborative work environment.