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About the Role:

We are seeking an experienced Service Operations Manager to oversee the operational stability, performance, and governance of our AX2009 and AX2012 environments. You will manage and support the our L2/L3 support team and the daily operational AX landscape, while ensuring smooth integration with large-scale projects running in the same environments.

You will coach and support the teams in your business area to ensure that the agreed operational processes are being followed.

Key Responsibilities:

• System Operations Management:
• Oversee the operation of all AX2009 and AX2012 environments.
• Ensure system performance, availability, and capacity meet business SLAs.
• Lead incident, problem, and change management processes following ITIL best practices.
• Service Governance & Compliance:
• Collaborate with internal audit, Security, and Functional teams to maintain audit readiness and ensure regulatory compliance.
• Operational Support & Issue Resolution:
• Lead L2/L3 support teams in troubleshooting and resolving AX environment issues.
• Implement proactive monitoring, automation, and continuous improvement initiatives.
• Manage escalations with third-party vendors for advanced support.
• Collaboration with Project Teams:
• Support large-scale transformation projects, ensuring minimal disruption to operational environments during upgrades, migrations, and new implementations.
• Oversee cutovers, testing, and hypercare for new project go-lives.

• Stakeholder & Vendor Management:
• Serve as the primary point of contact for AX service operations across business units, IT teams, and external partners.
• Drive continuous service improvement (CSI)
• Define and report on KPIs, SLAs, and operational dashboards to senior leadership.

Technical Requirements:

• 4+ years of experience in managing AX operations with extensive integration setup.
• Basic knowledge of AX2009 and AX2012.
• Strong understanding of ITIL processes and their integration within the SDLC.
• Knowledge in key AX business processes (R2R, O2C, P2P).
• Proficient in using ITSM tools (ServiceNow preferred).
• ITIL v4 certification (Foundations; Operational Support and Analysis)

Soft Skills:

• Proven ability to collaborate with cross-functional teams and influence senior stakeholders.
• Excellent communication, analytical, and leadership skills.
• Strong coaching abilities, with a proactive attitude and analytical problem-solving mindset.

Nice to Have:

• Experience in working in an agile setup with multiple teams contributing to service delivery.
• Experience working with global teams on large-scale solutions across multiple markets.
• Understanding of SRE and DevOps principles, with familiarity with monitoring and on-call duty tooling.