Director, Microsoft Dynamics Customer Enablement

About Us:

 

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

 

Job Description:

The Director, Microsoft Dynamics Customer Enablement’s role is to deliver timely, high-quality Tier 1, 2, 3, and 4 level support to Microsoft Dynamics Finance & Operations (F&O) and Customer Engagement (CE) end users, inclusive of related software applications. This includes troubleshooting applications for internal customers across all Barry-Wehmiller locations using Microsoft Dynamics.

It is the responsibility of this role to set strategies for the Dynamics Customer Enablement Team and to effectively manage a cross functional team of support technicians, analysts, and external service provider(s) to provide exceptional customer service. As a managing contributor, this person will be expected to undertake direct support work when needed as well as acting as a coach – mentor, building a highly competent service team.

The D365 Customer Enablement Team Leader will also be responsible for assisting in the maintenance, design, delivery, and improvement of existing Dynamics related applications/processes. Further, help the organization raise the level of standardized usage of our Microsoft Dynamics applications and processes across the entire organization. 

Principal Duties and Responsibilities: 
Manage the Dynamics Customer Enablement Team to resolve service desk tickets, ensuring issues are addressed, that corrections are well documented, that users are informed of progress and that they are trained or briefed on the corrective action.  This role is also responsible to provide necessary training or briefings on corrective actions and ensure appropriate escalation procedures are followed, with proper transfer and tracking of the issue to closure.

• Ensure effective ticket administration, both internal and external.  This is inclusive of documenting the issues, inputting user data, managing the queue of tickets, setting priorities and scheduling work.
• Develop and manage relationships with External Support Providers: You will cultivate and manage relationships with external third-party support providers to ensure quality and continuity of service. This involves integrating these providers with internal teams, managing commercial aspects, and resolving problems to ensure seamless service delivery.
• Collaborate on Knowledge Base Development: You will work closely with other IT services to develop and maintain the company’s Knowledge Base. This includes documenting common faults and resolutions, as well as training materials. You will promote the use of the Knowledge Base for all Tiers of support.
• Manage stakeholder communications: This role will oversee communications with stakeholders to ensure operational issues are visible, tracked, and well reported. During incidents, you will function as a key point of communication, keeping all stakeholders informed of progress and any corrective actions required.
• Develop and deploy KPIs and metrics to bring visibility to the quality of the service provided, striving to be consistent with our other Customer Enablement teams.
• Oversee the process of monitoring queues and escalating business system outages appropriately, ensuring that the performance of the group is well coordinated and visible.
• Working in conjunction with our IT Change Control Team, plan, coordinate and deliver controlled testing of corrections, modifications, services packs and upgrades through our Executive Automats solution, ensuring that the integrity of our D365 systems and data is anonymized and maintained.
• Communicate application related problems and issues to stakeholders, including resolution and preventative measures.
• Maintain and enhance performance of all Dynamics and related applications across the organization.
• Plan, coordinate, and participate in the design, development, and delivery of Dynamics related training programs..
• Collaborating with fellow team members, identify and learn software applications used and supported across the organization to widen your sphere of expertise. 
• Establish standard processes to monitor system performance and usage to maintain security and reliability.
• Oversee software development processes for our D365 environment. This role is responsible for managing the assessment and assignment of changes to the D365 environment, including minor standard extensions an