Relationship & Service Manager - Tenders Global
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Relationship & Service Manager

International Federation of Red Cross and Red Crescent Societies

tendersglobal.net

Job Description

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Description

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The position holder’s activities related to the ERP service management, is responsible for managing and overseeing the delivery of ERP services, the timely support and evolution of the ERP, ensuring a smooth and productive relationship between the organization and the ERP vendor/service provider, overseeing the relationship between the organization and its ERP vendors, the overview planning, as well as managing the related to ERP evolution and maintenance activities.

Job Duties and Responsibilities:
Vendor Relationship Management:
Serve as the main point of contact between the organization, ERP vendors and Microsoft.
Establish and maintain strong relationships with vendors to ensure effective communication and collaboration.
Coordinate regular meetings with vendors to discuss system performance, upgrades, and issue resolution.
Monitor vendor performance against service level agreements (SLAs) and take appropriate actions to address any concerns or discrepancies.
Partner(s) Management:

  • Oversee the negotiation and review of ERP contracts, ensuring favorable terms and conditions for the organization.
  • Collaborate with legal and procurement teams to ensure compliance with contract requirements and minimize risks.
  • Monitor contract expiration dates and initiate renewal or re-negotiation processes as necessary.
  • Review contract terms and conditions regularly to identify areas of improvement or cost-saving opportunities.
ERP Implementation and Maintenance:
  • Collaborate with internal stakeholders, including IT, finance, operations, and other relevant departments, to define ERP requirements and ensure alignment with business goals.
  • Assist in the selection of ERP vendors by evaluating proposals, conducting vendor assessments, and participating in vendor demonstrations.
  • Oversee the implementation and deployment of ERP systems, ensuring adherence to project timelines and budgets.
  • Coordinate with IT teams to plan and manage system upgrades, patches, and enhancements.
  • Collaborate with end-users to gather feedback and identify areas for system improvement or additional training needs.
Issue Resolution and Escalation:
  • Work closely with Microsoft, vendors and internal teams to address and resolve ERP-related issues in a timely manner.
  • Escalate critical issues to appropriate stakeholders and facilitate their resolution.
  • Develop and implement processes and procedures to minimize the occurrence of ERP system issues.
Continuous Improvement:
  • Stay up to date with industry trends and best practices in ERP systems and vendor management.
  • Identify opportunities to optimize ERP usage, enhance system functionality, and drive process improvements.
  • Collaborate with cross-functional teams to implement changes and enhancements to maximize the value of the ERP system. 
Job Duties and Responsibilities (continued):
General:
  • Collaborate with technical resources around the definition and implementation of system integrations.
  • Participate in all activities related to providing adequate and stable ERP systems and services to all IFRC stakeholders distributed across 5 regions.
  • Contribute actively to the overall satisfaction level of IFRC end users while develop and promote effective working relationship within the ERP Team, the wider IFRC and the RCRC movements including ICRC.
  • Manage personal knowledge and continuously update your skillset on various systems and applications used at IFRC.
  • Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
  • Communicate effectively with the various IFRC stakeholders, including those within the IT sector, share knowledge and be subject matter expert.
  • Support in identifying opportunities overtime to rationalize portfolio service management across the DT department.
Education Required:
  • Bachelor’s degree in computer sciences discipline or related field.
  • Certification or proven experience in D365 F&O suite.
Preferred:
  • ITIL certification.
  • Business analyst or project management or SCRUM professional certification.
Experience Required:
  • Minimum 5 years of professional experience in business applications support.
  • Minimum 3 year of professional experience in roll-out, maintenance, upgrades and developing extensions/customisations for D365 F&O.
  • Minimum 5 year of professional experience in business requirements analysis.
Knowledge, Skills and Languages:
Required:
  • Excellent knowledge of D365 F&O module.
  • Proven record of D365 F&O module implementation and/or support.
  • Proven record of business analysis and project implementation.
  • Proven team player, ability to adjust in different cultures and languages.
  • Adept at analysis, problem solving, solutions and end-user oriented.
  • Affinity for team work, collaborative attitude, open-minded and adaptable.
  • Well organized, able to work under pressure and manage emergencies.
  • Good analytical skills to interpret problems, identify solutions and possible side effects.
  • Fluently spoken and written English.
Preferred:
  • Experience of Microsoft Common Data Service and the Microsoft Power Platform.
  • Good command of another IFRC official language (French, Spanish or Arabic); Knowledge of Hungarian is an asset.

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