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.
