Service Operation Manager Lisboa

Service Operation Manager
Lisboa
Lisboa, Lisboa, Portugal

About the Role:

We are seeking an experienced Service Operations Manager to oversee the operational stability, performance, and governance of our AX2009 and AX2012 environments. You will manage and support the our L2/L3 support team and the daily operational AX landscape, while ensuring smooth integration with
- scale projects running in the same environments.

You will coach and support the teams in your business area to ensure that the agreed operational processes are being followed.

Key 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
- party vendors for advanced support.

Collaboration with Project Teams:

Support
- scale transformation projects, ensuring minimal disruption to operational environments during upgrades, migrations, and new implementations.

Oversee cutovers, testing, and hypercare for new project
- 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.

Technical Requirements:

4+ years of experience in managing AX operations with extensive integration setup.

Basic knowledge of AX2009 and AX2012.

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

Knowledge in key AX business processes (R2R, O2C, P2P).

Proficient in using ITSM tools (Service
Now preferred).

ITIL v4 certification (Foundations;

Operational Support and
Analysis)

Soft Skills:

Proven ability to collaborate with
- functional teams and influence senior stakeholders.

Excellent communication, analytical, and leadership skills.

Strong coaching abilities, with a proactive attitude and analytical
- 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
- scale solutions across multiple markets.

Understanding of SRE and Dev
Ops principles, with familiarity with monitoring and
- call duty tooling.