Manager, Financial Systems – D365FO

Location: Toronto (Downtown)


Under the direction of the Director, Technology Services, the Financial Application Support Manager will be responsible for:


  • Managing critical incidents relating to all enterprise Financial apps, gathering key information from supporting sources on the call, effectively determining appropriate courses of action, engaging and escalating involvement of required resources to efficiently restore service
  • Performing regular problem management and control activities
  • Communicates critical production problem status, resolution strategies, and rationale of the resolution strategies to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities
  • Provides managerial leadership to employees and vendors, which includes assigning tasks or work, holding regular two-way meetings, setting context, conducting performance evaluations, mentoring, and coaching, to create and maintain a high-performing team
  • Providing guidance to the offshore team (vendors) ensuring services are being delivered according to the contract
  • Providing service feedback and developing action plans to remediate issues, identifying processes and skills required for continuous improvements in knowledge base
  • Support project transition
  • Managing ongoing application releases
  • Ensuring that the root causes of incidents are being determined and reporting the statuses to management and business stakeholders
  • Participate in operations best practices sessions / lessons learned
  • Support various internal compliance and or Audit requests
  • Contribute to knowledge sharing initiatives



  • In-depth systems experience with Dynamics 365 F&O (or Dynamics AX) is required
  • Problem Solving – Collaborate on Incident, Problem and Change/Release Management to assist with restoring service, identifying and driving permanent corrective measures and safely & effectively managing change. In order to do this, you will be interacting with multiple different teams and occasionally vendors.
  • Relationship Building – Build and maintain key relationships with business stakeholders and deliver high levels of client experience.
  • Effective Communication – Communicate updates/incidents, daily/weekly/monthly through reporting or executive presentations.
  • Experience working with 3rd party service providers and vendor governance
  • Proven track-record in incident management and have worked previously in an ITIL/ITSM role for a financial institution (FI). This role may require 24/7 on-call support
  • Team Lead -You will be responsible for administrative functions such as creating/maintaining the schedule, monthly incident reporting/analysis, mentoring and coaching team members
  • Continuous Learning – You will be expected to consistently build your knowledge of existing and new technologies.
  • Clients first. You engage with purpose to find the right solutions.