IT Operations Manager

Job Scope

Responsible for managing the organization’s enterprise applications and IT infrastructure, with a primary focus on Microsoft Dynamics 365 CRM. Ensures that application and infrastructure solutions are strategically aligned with business objectives and implemented in accordance with Software Development Life Cycle (SDLC) best practices.

Roles and Responsibilities

Microsoft Dynamics 365 CRM Management:

• Oversee the configuration, customization, and optimization of Microsoft Dynamics 365 CRM to meet the specific needs of departments such as Sales, Marketing, Customer Service, and Laboratories.
• Ensure the CRM system remains fully operational, scalable, and adaptable, supporting business growth and evolving organizational requirements.
• Continuously enhance the CRM platform by implementing new features, modules, and updates that align with business goals and improve user experience.

System Integration:

• Lead the integration of Microsoft Dynamics 365 CRM with other business systems, such as marketing automation, data analytics platforms, and customer service tools, ensuring seamless user experience and maintaining data integrity across platforms.
• Collaborate with IT consultants and external vendors to implement and maintain robust API connections and data flows between systems, supporting efficient and scalable operations.

Business Process Improvement:

• Collaborate closely with business units to identify, document, and analyze enterprise application-related workflows and processes, recommending enhancements and automation opportunities to improve efficiency and effectiveness.
• Ensure enterprise applications effectively support business operations by optimizing workflows, improving user interfaces, and ensuring accurate and reliable data capture.

Data Management and Governance:

• Ensure effective management of data within enterprise applications, with a strong focus on maintaining data accuracy, consistency, security, and compliance with relevant standards and regulatory requirements.

System Implementations:

• Planning & Scheduling: Develops and manages the project plan, including timelines, milestones, and dependencies.
• Resource Management: Assigns tasks, manages the project team, and ensures everyone has the resources they need.
• Scope Management: Monitors the project scope to prevent "scope creep" and manages change requests.
• Risk & Issue Management: Identifies, assesses, and mitigates project risks and resolves issues as they arise.
• Communication & Reporting:Serves as the crucial point of contact, providing regular status updates to the executive sponsor, team members, and stakeholders.

User Support and Training:

• Provide timely end-user support for enterprise application-related issues, ensuring minimal disruption to business operations and maintaining system reliability.
• Design and deliver comprehensive training programs for end-users, promoting effective system utilization and enhancing overall user proficiency.

Leadership:

• Provide strategic direction, technical guidance, and support to ensure delivery of high-quality, business-aligned solutions.
• Promote continuous learning and innovation, stay up to date with the latest application development, best practices, emerging technologies, and industry trends to enhance system capabilities.

Vendor and Partner Management:

• Manage relationships with external vendors and consultants involved in application development, customization, integration, and implementation projects, ensuring alignment with project goals and timelines.
Ensure all vendor deliverables meet organizational standards and expectations, maintaining quality, consistency, and compliance throughout the development lifecycle.

Accountability

System Uptime and Performance:

• Accountable for the performance, reliability, and uptime of application system, ensuring minimal downtime and disruption to business operations.

User Satisfaction:

• Accountable for ensuring that application solution meets user needs and that end-users are satisfied with the system functionality and ease of use.

Data Integrity:

• Maintained the accuracy, security, and compliance of the data within application system.

Project Delivery:

• Accountable for the timely and successful delivery of application projects within scope and budget.

IT Operations:

Oversaw IT operations with a focus on regulatory compliance and proactive security management.

Education Qualifications

• Bachelor's or Diploma in IT, Computer Science, Business Information Systems, or equivalent.
• Knowledge of Microsoft Dynamics 365 CRM or related enterprise solutions, with certification (e.g., Dynamics 365 Fundamentals) considered beneficial.
• Over 5 years of experience in enterprise application management, including a minimum of 2 years specializing in CRM systems.
• Proven expertise in integrating CRM platforms with complementary applications such as marketing automation tools, customer service platforms, and data analytics solutions.
• Strong product knowledge in CRM and ERP systems, with a deep understanding of their functionalities and business impact.
• Track record of successfully leading application development and implementation projects, collaborating closely with business units to drive process optimization and enhance system adoption.
• Extensive experience managing cross-regional implementation projects, consistently delivering successful outcomes across diverse markets.
• Familiarity with Software Development Life Cycle (SDLC) methodologies, including Agile and Waterfall, considered an added advantage.