Dynamics 365 F&O Operations/Support Manager

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity

BDO Canada is seeking a Dynamics 365 F&O Operations/Support Manager to join our fast-paced and growing Solution Operations practice, with the ability to work from anywhere in Canada. The primary focus of this role is to operationalize and manage the D365 F&O service line within the practice. The ideal candidate would be someone that is passionate about operations and service, growing and maturing the team, driving continuous improvement and contributing to the evolution of the practice. As part of this role, the candidate would own the delivery and operations of key accounts. An entrepreneurial spirit is welcome in this role.

BDO Digital provides implementation and support services for accounting and enterprise resource planning (ERP), customer relationship management (CRM) and business intelligence (BI) solutions to our clients across Canada. BDO Digital is a Microsoft Gold Certified partner and was named Microsoft Canada Partner of the Year for 2024.

Responsibilities will include:

Talent

• Support the addition of new talent through participation in the recruitment process

• On-going mentoring and coaching of the team including of performance management and career guidance

• Team utilization planning and forecasting

• Ensuring our support professionals have the skills, experience and capacity required to deliver our service offerings

Engagements

• Manage multiple engagements against budget, timeline and scope

• Provide financial and accounting recommendations to clients operating on D365 F&O

• Be the go-to person for the D365 F&O team on financial and accounting best practice advice, as needed when supporting clients

• Monitor and manage vendor relationships where applicable.

• Leading internal and external action planning meetings and driving deliverables to closure

• Act as an escalation contact on and off hours as needed and manage any customer satisfaction or delivery concerns

• Build deep relationships with Clients and assist in expanding engagement

Operations

• Ensuring effective delivery of operations and high customer service

• Ensuring the adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices

• Support the finance team as part of the month end billing process

• Support the evolution of tools and operational procedures driven through the lens of continuous improvement

• Update / Establish, track and report on Key Performance Indicators supporting the delivery of operational excellence

Growth

• Understand the Solution Operations offering and participate in pre-sales presentations, pricings and proposals

• Assist in development & implementation of new service offerings

• Contribute and lead one or more aspects of the practice annual business plan

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration

• You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work

• You identify, recommend, and are focused on effective service delivery to your clients

• You share in an inclusive and engaging work environment that develops, retains and attracts talent

• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace

• You grow your expertise through learning and professional development

Your experience and education

• Bachelor’s degree in business, technology or a related discipline

• 5+ years experience with Dynamics 365 F&O and/or Dynamics AX ERP systems

• 5+ years’ experience in the Information Technology / Consulting space with demonstrated operational experience

• 5+ years' experience in overseeing software projects / programs

• 3+ years' experience in managing and mentoring a team of at least 5 team members

• 3+ years' experience in engaging in pre-sales activities including estimations and proposal writing

• 3+ years' experience in managing upwards inclusive of engaging with senior customer personnel (Controllers, Directors, VPs etc)

• 3+ years' experience in creation and implementing operational procedures and continuous improvement activities

• D365 F&O certifications would be considered an asset

• Certification / Working Knowledge in Agile or Scrum methodology or Project Management

Other Skills

• Certification / Working Knowledge in ITIL or ITSM related programs

• Understanding of key concepts and fundamentals in Dynamics 365 F&O

• Strong customer relationship skills

• Excellent communication and presentation skills

• Excellent troubleshooting and problem-solving skills

• Excellent in multi-tasking and time management

Why BDO?

Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2025. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

Our firm is committed to providing an environment where you can be successful in the following ways:

• We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.

• We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.

• We support your achievement of personal goals outside of the office and making an impact on your community.

Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.

Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one, and a market leading personal time off policy. We are committed to supporting your overall wellness beyond working hours and provide reimbursement for wellness initiatives that fit your lifestyle.

Everyone counts: We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation. If you require accommodation to complete the application process, please contact us.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

Ready to make your mark at BDO? Click “Apply now” to send your up-to-date resume to one of our Talent Acquisition Specialists.

To explore other opportunities at BDO, check out our careers page.