Job description

PROJECT INFORMATION:

Industry: Manufacturing

Client: company from Denmark

Remote work: 100%

Project language: English

Business trips: No

Project length: 6 months contracts + prolongations (the project will take at least a few years)

Start: ASAP / at latest 01.08.2025

Assignment type: B2B

Equipment: on the consultant

Summary:

The Senior Service Operations Manager is key to ensuring the operational stability and performance of the AX2009 and AX2012 environments. This role focuses on governance and supports strategic initiatives within the organization.

Main 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.

Key Requirements:

• 10+ years of experience as Senior Operational Manager.

• Experience in managing AX operations with extensive integration setup.

• Experience with AX2009 and AX2012 is a plus.

• Strong understanding of ITIL processes and their integration within the SDLC.

• Knowledge in key AX business processes (R2R, O2C, P2P) is a plus.

• 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.

We offer:

• Long-term cooperation.

• Transparently built relations based on trust and fair play.

• Co-financed benefits: Medicover card, Multisport card.