ASOS
Retail
DynamicsSupportManager
“Dynamics Support Manager at ASOS. Skills: Dynamics 365 F&O support, ITIL service management, ITGC compliance, 24/7 support model. Own end to end support service. Lead L1 triage and L2 resolution”
What You'll Achieve.
enable end-to-end operational excellence; ensure disciplined evolution, data integrity, process efficiency and control; delivering an excellent service; maximise potential and benefit; ensure the estate is reliable, secure, well-controlled and continuously improving; providing clear leadership; deployments are predictable, well-governed and audit-evidenced; meet internal control standards; operated with a security and resilience mindset; reduce ticket volume and time to resolve; prioritise improvement work and demonstrate impact
Industry & Context.
triages, resolves and escalates incidents; incident and problem management; root causes are addressed; escalation point for complex support and operational issues
operating a 24/7 support model, on call frameworks, spending at least 2 days a week in the office
What They're Looking For.
Must Have
Proven experience leading Microsoft Dynamics 365 F&O support teams, working knowledge of ITIL service management disciplines, Experience owning ITGC compliance, Experience operating a 24/7 support model, Familiarity with adjacent Finance systems such as SAP Concur
Nice to Have
Working knowledge of D365 F&O ALM, Azure DevOps, and the wider Microsoft Azure ecosystem
What You'll Do.
Own end to end support service
Lead L1 triage and L2 resolution
Operate a 24/7 support model
Be accountable for production service performance
Lead incident and problem management
Own the release cadence and change control process
Chair change advisory activity
Plan and deliver patching
Maintain consistent ways of working
Ensure every change is traceable
Be accountable for ITGC compliance
Drive continuous improvement of IT controls
Partner with Internal Audit
Build audit readiness into ways of working
Manage technology risks
Line manage a blended team
Set clear expectations
Manage offshore partner performance
accountable team culture
Manage the offshore support partner relationship
Maintain a understanding of Microsoft Dynamics roadmaps
Improve cost transparency
Build constructive relationships
Translate technical issues into business impact
Identify and deliver improvements to support tooling
Use service data and trends
Promote a culture of learning
How You'll Work.
Team & Collaboration
cross-functional coordination; vendor partnerships; partnering with internal or external auditors; partner with Internal Audit, Risk, Security, and Finance; Build constructive relationships with Finance, Technology, and the wider business; Build an inclusive, accountable, and service focused team culture; Manage the offshore support partner relationship; people leadership across mixed internal and third party teams; Confident communicator with senior Finance and Technology stakeholders; Experience managing third party offshore vendors; Calm under pressure
Communication Scope
Confident communicator with senior Finance and Technology stakeholders; Translate technical issues into clear business impact, options, and recommendations; Communicate progress, risks, and incidents clearly and proportionately
Process & Methodology
change control, release management, planning discipline, release governance
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