Overview
This is a unique opportunity to lead and shape the service and operational delivery of a global transformation programme focused on harmonising ERP systems across multiple regions. The D365 Global Transformation Programme is a multi-year global initiative to standardise Finance and Operations by implementing Microsoft Dynamics 365, creating a unified, SaaS-based core ERP model. This programme is a foundation for global business growth, supporting operational efficiency and innovation.
Your Role
As part of the D365 Global Transformation Programme, the newly created role of Head of D365 ERP, based in London, will be responsible for:
Leading the definition and transition to the global service model for the D365 F&O core model across multiple instances.
Establishing and implementing a Service Transition Framework to enable regions to adopt a managed service support model.
Defining service agreements in collaboration with partners, ensuring effective managed service delivery.
Proactively managing risks and opportunities across a multi-instance/global landscape to deliver services at agreed levels.
Creating frameworks and plans for the transition of regular programme releases, including Microsoft Evergreen updates.
The Impact You Can Create
Designing the Global D365 Service Model
Collaborate with product teams, global process owners, and stakeholders to identify requirements for running a multi-instance global ERP.
Develop a service design aligned with the strategy, building a framework deployed regionally.
Maintain a medium- to long-term roadmap for Global D365 operations, ensuring short- term milestones and alignment with the end-state vision.
Partner with functional, deployment, and regional teams to align on transition states and service design
Running the Service
Implement frameworks for robust, stable, and compliant D365 Solution Operations covering business, data, product, and technology domains.
Monitor managed services delivered by partners across regions through 24/7 Global Service Operations.
Manage a global D365 'super instance' for selected regions, ensuring smooth operations and audit compliance.
Collaborate with release and product teams to deliver Microsoft Evergreen updates and manage change backlogs.
Driving Continual Improvement
Develop and implement Service Transition Frameworks for programme releases and continuous improvements.
Proactively lead service enhancements, mitigate risks, and capitalise on cross-regional opportunities during rollout stages.
Building a D365 Functional Community
Contribute to the development and promotion of a global D365 solution community.
Define procedures, processes, and best practices, fostering collaboration among functional experts at all levels.
Ensure cohesion across D365 architecture, product, deployment, and service operations teams.
What Energises You
Leading pragmatic, high-quality solutions and harmonising processes globally.
Engaging in multicultural environments with varied partners across organisational levels.
Building and deploying technologies, solutions, and frameworks with teams.
Championing new ways of working, collaborating, and delivering impactful results.
Taking the lead in initiatives while fostering collaboration.
Skills and Attributes
• Hands-on, self-driven, and strategic with a clear vision for future technologies.
• Deep understanding of global corporate functions and their technology needs.
• Proven leadership qualities to inspire and drive teams.
• Strong process-driven and pragmatic approach to problem-solving.
• Knowledge of business domains such as Finance, Operations, Retail, and Supply Chain.
• Expertise in industrialising solutions and designing measurable action plans.
• Ability to manage multiple priorities and build alignment between business and
technology teams
Technical Expertise
• Extensive experience in global ERP support operations, including processes, skills, and
tools.
• Preferred knowledge of Microsoft Dynamics (D365) F&O and its ecosystem.
• Proven experience with multi-instance D365 implementations in global organisations.
• Familiarity with IT service management processes (ITIL) and frameworks.
• Exceptional communication skills for both technical and non-technical audiences
Work Experience
• At least 10 years in service management or similar roles.
• Demonstrated expertise in designing and implementing ERP service models post-
programme delivery.
• Strong client engagement and leadership skills, including experience with C-level
stakeholders.
• International and multicultural work experience is a strong advantage.
• Background in consumer goods, retail, hospitality, or luxury industries is desirable.
What We Offer
Be part of a transformative global programme spanning multiple regions and partners.
Collaborate with business and IT domains as a key partner in global initiatives.
Engage in an inclusive and growth-oriented environment where diverse perspectives and experiences are valued
This role will be overseeing a matrixed team of 30+ internal professionals across global corporate functions, data, ERP, automation, and partner strategy initiatives.
If you are passionate about driving operational excellence and shaping the future of global ERP
