Head of D365 Support & Operations

As part of the HERO Programme, our newly created role Head of D365 Support & Operations, based in London, will be responsible for:

• Leading the definition and transition to the Global service model for D365 F&O core model applied across multiple global instances.
• Establish and implement Service Transition Framework to enable Regions to transition to a Managed Service support model.
• Define the Service Agreement collaborating with partners on the service model and the ongoing managed service delivery.
• Ensure Services are delivered as per the Service Levels agreed, proactively managing risks and opportunities across multi-instance/ Region landscape.
• Define the framework and planning for transition of regular HERO releases (including Microsoft Evergreen updates).
The impact you can create at Chanel Designing the Global D365 Service Model
• Work with Chanel D365 Product team, Global Process Owners and business domain stakeholders to identify requirements to fulfil current and future opportunities for running a multi-instance Global ERP - D365.
• Define the Service Design building on the Service Strategy, mapping a global framework that is deployed locally by region/ instance.
• Develop and maintain medium and long-term roadmap for Global D365 operations, driving the short-term milestones while also assuring journey to 'end state' model.
• Collaborate with Product, Functional, Deployment and Regional teams to align on service design transition states and end state.
Running the Service
• Establish framework for D365 Solution Operations to enable the delivery of robust, stable and compliant Service Model covering business, data, product & technology domains.
• Govern and monitor the D365 managed service (24/7 Global Service Operations) delivered by partners across the global instances for each Region.
• Run the Global D365 'super instance' for UK Corporate, UK region and Swiss region.
• Manage Audits: external and internal as applicable at Global level and support Regions. Work closely with Release and Product teams to assure delivery of Microsoft 'Evergreen' updates and backlog of change.
• Own and direct the forward schedule of change for production environments.
Continual Improvement
• Establish and implement Service Transition Framework to enable delivery of HERO Releases and ongoing continual improvement.
• Confirms operation readiness prior to transitions to live.
• Proactively lead on service improvements, realizing cross Region opportunities and mitigating risk through the Global rollout stages.
D365 Functional community
• Contribute to develop and promote the Global D365 solution community.
• Guide and enable partners & technology teams in the Dynamics 365 service operations, providing frameworks and procedures as required.
• Define guidelines, procedures, processes & best practices to coordinate and create a dynamic within the community of D365 functional experts at all levels (global / region / local)
• Ensure cohesion across Global D365 Architecture, Product, Deploy and Service Operations teams
You are energized by
• Leading and promoting pragmatic solutions, harmonizing processes worldwide and deploying high quality standards
• Working in a worldwide and multicultural environment with multiple partners, at different organizational levels.
• Setting up and building technologies, solutions, organization and projects with Chanel business and TECH teams.
• The technology and the new way of working and sharing.
• Taking the lead, collaborate & coordinate.
  
  Hands-on and self-driven behavior
• Strategic thinking with a clear vision for the future of technology in corporate settings.
• A strong understanding of global corporate functions and their technology requirements.
• Leadership qualities that inspire and motivate teams towards achieving common goals.
• Ability to manage several topics in parallel, with different stakeholders involved.
• Process-driven and pragmatic approach to supporting the business
• Understanding of the business domains and their core business processes (e.g. Finance, Operations, Retail, Downstream Supply Chain)
• Tools and methodologies to industrialize solution & process design (lean, problem-solving approaches, design thinking) and to propose measurable action plans
• Project management and prioritization skills
• Ability to connect with the business teams to ensure alignment with technology initiatives
• Ability to drive team-wide initiatives and high accountability for results
• Energy, enthusiasm and critical thinking to do things better
Requirements Functional / Technical Expertise
• Deep understanding of Global ERP support operations (including process, skills needed and tooling)
• Knowledge of Microsoft Dynamics (D365) F&O and its ecosystem is preferred
• Experience with multiple stages of implementation of D365 in global organisations with a multi-instance approach
• Experience of IT service management processes (ITIL)
• Experience working with multiple teams spanning fellow Architects, Developers, Clients and Managers, with the goal of delivering the best solutions to our clients.
• English is a must, French or other spoken languages is a plus
Work Experience
• Minimum of 10 years of experience in service management or a similar role.
• Proven experience in designing and implementing ERP service models (post programme)
• Strong client leadership and engagement skills up to C-level
• Excellent communication skills with the ability to articulate technical concepts to non-technical audiences.
• Experience in an international context and culture.
• Experience in consumer goods, retail, hospitality, or luxury retail is an advantage.
  
  Today, CHANEL is running multiple instances of ERPs all over the world, all on premise, using Dynamics AX 2009 & 2012 and SAP.
The D365 'HERO' Programme is a multi-year global transformation Programme in Finance & Operations implementing Microsoft Dynamics 365 across all our regions. HERO aims to harmonise multiple regional ERPs existing globally, while respecting our divisional operating models and mtier specificities. It will create a standardized, single global core ERP model, based on the SaaS Microsoft D365 F&O platform. HERO is not just a Programme; it is a transformation building the foundation for the success of our Global business, strengthening us to embrace the growth of our future.,
• Take part in a global transformation program across multi-regions and multi-partners
• Be a key partner for Business and IT corporate domains, as well as many internal/external partners within Global, Corporate services and regions.
The role will be reporting to the Head of Programme, who is leading a team of 40+ internal headcounts in matrix setup covering the following area:
• Support Global Corporate functions initiatives : Operations and Finance
• Global Transversal initiatives : Data, ERP, Automation, Partner strategy
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.