Open Door Technology

Manager

• Lead, coach, and develop a team of delivery professionals
• Set clear goals, track portfolio performance, and provide regular feedback to team members
• Foster a culture of accountability, customer focus and continuous improvement
• Recruit and onboard new team members to scale the delivery function
• Oversee the planning and execution of delivery projects including new customer implementations, feature rollouts and service engagements
• Define and manage delivery plans, timelines and success criteria
• Support escalation management and guide the team through complex customer scenarios
• Coordinate cross-functional teams (functional, project management, technical resources) to deliver against commitments
• Drive standardization of delivery processes, playbooks, and best practices
• Track delivery KPIs
• Continuously optimize delivery frameworks to reduce time to value and improve scalability
• Contribute to the evolution of packaged service offerings and repeatable delivery models

Implementation and Delivery Manager

Consultant

• Provide ongoing Microsoft Dynamics 365 Business Central support as the main point of contact for clients.
• Troubleshoot, diagnose, and resolve system issues, bugs, and user concerns.
• Analyze client needs, recommend optimizations, customizations, and best practices.
• Maintain clear client communication, manage expectations, and provide updates on support requests.
• Collaborate with developers, project coordinators, and support staff to implement solutions and escalate as needed.
• Train and mentor end users and junior support team members; conduct refresher sessions.
• Regularly review client systems to identify opportunities for process optimization and enhancements.
• Handle escalated support tickets and ensure timely, effective resolutions with minimal downtime.
• Contribute to internal knowledge bases and support documentation.

Implementation and Delivery Manager

Business Central Support Consultant