Service Delivery Manager - Business Platforms; Global

Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people’s lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they’d thought possible in their own home and ultimately allowing them to “Master Every Moment”.

A career at Breville is truly a one-of-a-kind experience. It’s more than working for a global leader; it’s an opportunity to be a part of something that impacts people all over the world.

We are seeking an experienced Service Delivery Manager – Business Platforms (AMER) to join our Technology Services team. In this role, you will oversee the delivery, support, and continuous improvement of our enterprise business platforms, with a primary focus on Microsoft Dynamics 365 Finance & Operations (D365 F&O). You will play a key role in guiding and mentoring the ERP Support team, managing critical incidents, driving operational efficiencies, and collaborating with global technology teams and business stakeholders to ensure reliable and effective service delivery.

The ideal candidate will bring strong technical expertise, excellent problem-solving abilities, and a customer-focused approach to managing complex enterprise systems.

Key Responsibilities

• Oversee the day-to-day support and service delivery of enterprise business platforms, ensuring incidents and service requests are resolved within established service level agreements (SLAs).
• Act as a key escalation point for critical incidents, system issues, and operational challenges.
• Lead major incident management activities and coordinate resolution efforts across internal teams and external service providers.
• Monitor platform performance, identify recurring issues, and implement improvements to enhance system reliability and efficiency.
• Maintain accurate documentation of incidents, service requests, and resolutions within the IT Service Management (ITSM) system.
• Develop and maintain operational procedures, knowledge base articles, and technical documentation.
• Ensure compliance with company policies, technology standards, and licensing requirements.
• Guide, mentor, and support the ERP Support team to strengthen technical capabilities and improve overall service delivery.
• Establish and monitor key performance indicators (KPIs) to measure team performance and service effectiveness.
• Collaborate with global Technology Services teams, business stakeholders, and external vendors to resolve cross-functional issues.
• Partner with Operations, Finance, and Customer Care teams to understand business needs and support platform functionality.
• Coordinate with software and hardware vendors to ensure timely resolution of technical issues.

• Identify opportunities to improve business processes, system functionality, and operational efficiencies.
• Support Microsoft Dynamics 365 enhancements, system implementations, and ongoing platform improvements.
• Work with project teams and business stakeholders to coordinate system testing, regression testing, and production readiness.
• Gather business requirements and recommend enhancements to existing enterprise platforms.
• Assist with project delivery, system upgrades, and technology initiatives.
• Evaluate proposed technology solutions and recommend improvements based on business needs, risks, and cost considerations.
• Maintain clear and timely communication with stakeholders regarding incidents, service requests, and project updates.
• Provide technical guidance and support…