The purpose of the role is: CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Service Delivery Lead to join our Dynamics Centre of Excellence team.
The successful candidate will be responsible the end to end service delivery of the financial systems and for the day to day operations of our support team. They will supervise the 2nd and 3rd line support team, oversee the maintenance and repair of our Microsoft Dynamics solution, whilst liaising with the business to ensure the business are fully informed of status, progress and resolution of all issues.
Roles and Responsibilities:
Manage the Dynamics Support Team in the day-to-day performance of their jobs
Engage with appropriate internal and external resources to resolve technical issues and keep users updated on progress toward resolution
Manages, budgets and tracks spending on equipment and staff ensuring adherence to approved budgets
Ensures that support team goals and SLA's are met or exceeded.
Ensure there is proactive communication to the business where necessary (e.g. system outages, significant changes to either functionality or process)
Has a thorough understanding of Dynamics and supporting technology
Conducts research to understand solutions and new releases and business plans
Acts as mentor and coach to team members
Enable Dynamics Support analysts to diagnose and resolve Dynamics problems and educate the users (or first line support as appropriate) on resolutions in a prompt, courteous, and professional manner
Ensure requirements are met with consistently high quality of service
Identify needs for new features/ enhancements based on incoming requests
Maintains relationships with suppliers
Ensure that support issues and resolutions are fully documented
Regularly review support tools to track performance and identify trends, anomalies, and opportunities for improvement
Assist in the quality assurance of new releases of the solution
Determine which issues require Dynamics support redirecting those that do not to appropriate team
Carry out additional duties as may occur from time to time as instructed and agreed by the Financial Systems support manager.
In all activities, ensure timely completion of internal processes and mandatory training.
Represent CBRE in a professional and positive manner at all times
Required Qualifications: Education:
Bachelors degree in Computer Science or similar degree in related field
Team Leadership and team building
Process definition, documentation and implementation
Excellent Written and Verbal Communication
Good presentation and demonstration skills
Ability to work under pressure and meet objectives
Knowledge Broad understanding of Microsoft Dynamics AX functional capabilities centred around Finance and Project Management and accounting
Working knowledge of technical architecture of Microsoft Dynamics AX
Knowledge of ServiceNow or similar service desk solution
Understanding of ITIL processes and their application to support
Experience 5+ years experience in business systems
Experience of working in Agile teams
Requirement for some out of hours' work
Availability on weekends may occasionally be required
Training in PRINCE2 or a similar methodology would be beneficial
Agile Scrum master
1+ years supervisory experience
Dedicated to service excellence
Puts customer's first
Collaborates across boundaries
Internal Number: 19038208
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.