Kerja Sepenuh Masa, Service Delivery Manager – Application Maintenance - Dynamics 365 di Deeeplabs - Maukerja

About the role

We are looking for a Service Delivery Manager to manage ongoing support and maintenance for our customers, including applications built on Microsoft Dynamics 365. You will be the main point of contact for customer requests and work closely with our engineers, functional consultants and technical leads to ensure issues are understood, prioritised and resolved.

You should have practical Dynamics 365 knowledge to understand user issues, assess their business impact and coordinate the right support. You will take ownership of customer communication and follow each request through to resolution.

Key responsibilities

• Manage day-to-day customer communication for maintenance contracts, including support requests, service concerns and escalations.
• Own requests from receipt to closure, provide timely progress updates and confirm resolution with the customer.
• Conduct regular service reviews and follow up on agreed actions, outstanding issues and improvement opportunities.
• Request assessment and engineer coordination
• Clarify reported issues, the affected business process and users, and gather useful information such as screenshots, error messages and steps to reproduce the problem.
• Classify and prioritise incidents, service requests, defects and enhancement requests based on business impact, urgency and agreed service levels.
• Route work to the appropriate engineer or functional consultant, working with technical leads to agree priorities, capacity and ownership.
• Track progress and dependencies, remove coordination blockers and confirm realistic estimates with engineers before communicating commitments to customers.
• Coordinate maintenance activities, fixes, patches and approved enhancements, including testing, user acceptance testing and deployment schedules.
• Ensure required customer approvals and established change controls are followed before production changes.
• Coordinate urgent incident escalations and customer updates, and follow through on root-cause findings and corrective actions.
• Monitor service-level agreement (SLA) performance, overdue tickets and recurring issues, and prepare regular service reports.
• Track maintenance scope, support effort and contract entitlements. Obtain estimates and coordinate customer approval for chargeable or out-of-scope work.
• Maintain accurate ticket records, support documentation and known solutions, and identify ways to reduce repeated issues.

Requirements

• At least 3 years of relevant experience in application support, service delivery, maintenance coordination or customer-facing IT operations.
• Practical experience supporting Microsoft Dynamics 365 in a live environment, with working knowledge of at least one relevant application or module.
• Ability to navigate the relevant Dynamics 365 application, understand common user workflows, clarify reported problems and perform initial issue assessment.
• Ability to recognise when an issue requires a functional consultant, developer, integration specialist or infrastructure engineer, and provide a clear handover.
• Experience managing support tickets, priorities, customer expectations and escalations across multiple requests or customers.
• Strong communication and follow-through, with the ability to explain technical findings and next steps clearly to business users.
• Understanding of incident management, change control and SLA commitments, with familiarity using ticketing or work-tracking tools.

Preferred experience

• Exposure to Dynamics 365 Finance and Operations, Customer Engagement or Commerce, including relevant finance, sales, customer service or retail processes.
• Experience working for an IT services provider or supporting several customers under maintenance contracts.
• Familiarity with Power Platform, application integrations or Azure-hosted solutions.
• Experience coordinating change requests, effort estimates, release activities and the handover from project delivery to ongoing support.
• Relevant Microsoft or IT service management certifications.

What success looks like

Customers receive clear and timely updates. Engineers receive well-defined, correctly prioritised requests. Tickets progress against agreed service levels, maintenance scope is controlled, and recurring problems are followed through to lasting improvements.