Senior Manager, D365 F&O Service Operations

*Future General Manager Candidate

Job Overview

As Senior Manager of LSAP's D365 F&O function, you will oversee maintenance and support services for LOGISTEED group companies across APAC, Europe and North America. You will lead service stabilization, quality improvement, stronger governance, stakeholder engagement with Japan headquarters and group companies, and organization and resource management. Subject to demonstrated performance, suitability, business circumstances and management approval, the role may progress to General Manager with responsibility for businesses beyond D365.

Key Responsibilities

•Oversee D365 F&O maintenance and support service operations across APAC, Europe and North America.

•Lead D365 F&O managers and team leads, clarifying their roles, responsibilities, objectives and escalation criteria.

•Lead weekly and monthly service reviews and manage issues, risks and KPIs.

•Oversee the initial response to system incidents, root-cause analysis, corrective and preventive actions, and closure validation.

•Establish appropriate controls for production system configuration changes, data maintenance, program releases and emergency response.

•Apply IT service management best practices, including ITIL, and strengthen incident, problem, change, knowledge and continual-improvement processes by analyzing and evaluating SLOs and KPIs.

•Optimize human resources, capacity and throughput, including the sourcing of resources from external partners.

•Build trusted relationships with Japan headquarters, group companies, external partners and other stakeholders, and lead constructive issue discussions and improvement reporting.

•Work with the Managing Director to manage D365 F&O revenue, costs, gross profit, personnel costs, billing and project profitability.

•Review estimates, scope of work, resource plans, vendor utilization and contractual risks.

•Measure productivity and identify improvement opportunities through standardization, automation and the use of AI.

•As a future General Manager candidate, progressively develop an understanding of warehouse management systems, Global Helpdesk, IT infrastructure, IT governance and cybersecurity businesses.

Employment Type

Initial 12-month fixed-term contract. Conversion to permanent employment may be considered based on performance, suitability, organizational needs and management approval.

Working Hours

8:30 AM to 6:00 PM

Work Location

Bandar Baru Bangi, Selangor, Malaysia. Hybrid working, including work from home, is permitted in accordance with company policy and business needs, with a maximum of 10 work-from-home days per month.

Mandatory Qualifications

•Bachelor's degree in IT, Computer Science, Engineering, Business Administration or a related field.

•At least five years of management experience in ERP maintenance and support or a comparable IT services or managed-services environment.

•Experience managing global IT services covering countries outside Malaysia.

•Experience working in a Japanese company, multinational company or APAC regional organization.

•Experience with SLAs, KPIs, service reviews, resource planning and capacity management.

•Practical experience in customer escalation, major incidents, change management and continual improvement.

•Excellent stakeholder-facing, negotiation and complaint-management skills.

•Ability to understand business processes and stakeholder requirements and explain them clearly to relevant parties.

•Ability to manage and communicate time, priorities and commitments effectively.

•Business-fluent English.

Preferred Qualifications

•ITIL certification or experience in ITIL-based service improvement.

•Microsoft certification or practical experience related to Microsoft Dynamics 365 Finance & Operations.

•Knowledge of Azure DevOps, release management, and ERP development and testing controls.

•Experience in P&L management, estimating, contracts, vendor management or business development.

•Experience improving productivity through the use of AI.

•Japanese or Chinese language capability.

Salary Range

•RM15,000 to RM20,000 per month.

Additional Information

Candidates may be Malaysian citizens, Japanese citizens residing in Malaysia, or Japanese citizens based in Japan who are willing to relocate to Malaysia.