Relationship & Service Manager

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Description

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• 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.

• 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.

• 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.

• 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.

• 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.

• Bachelor’s degree in computer sciences discipline or related field.
• Certification or proven experience in D365 F&O suite.

• ITIL certification.
• Business analyst or project management or SCRUM professional certification. 

• 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.

• 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.

• 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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