As Costa becomes an increasingly global business, the evolution and maintenance of its IT Services is a key factor in successful growth. With the migration of ERP and CEM applications to Microsoft D365, we have a new role for a Technical Product Manager to work with the management team to ensure a successful implementation and running of a 2nd/3rd line technical support and development team. With responsibility for the technical global D365 road map for the support and maintenance of Costa's F&O & CEM platform, running on Dynamics 365, Power Platform and Azure Services., Reporting to the Senior IT Operations Manager, this role will be a critical part of the implementation and running of a 2nd/3rd line technical support and development team of initially two Dev Ops Specialists. Responsible for the technical global D365 road map for the support and maintenance of Costa's F&O & CEM platform, running on Dynamics 365, Power Platform and Azure Services.
In this role as Technical Product Manager they will be responsible for the monitoring of business critical financial & CEM services, D365 releases, environments, applications, and integrations, ensuring that all D365 environments are configured and operational to meet business demands. Ensuring all incidents, problems, and alerts are acted upon within OLA and SLA's and managing major incident escalations and activities, accountable for configuration and change to ensure the business is protected from outages.
They will also provide D365 F&O and CRM technical expertise to support the Microsoft Application Support team, Costa Cloud Infrastructure teams and multiple third-party suppliers in delivering an optimised, maintained and fully supported Finance & CEM IT ecosystem. This includes accountability for D365 environment sizing, provisioning, and on-going capacity management.
Other responsibilities in this role will include;
Triage and resolution of integrations warnings and failures working with 3rd parties as required.
Work as a virtual team with the Costa Cloud Infrastructure team in resolving and preventing issues
Responsible for managing any level 3 external support providers to Costa.
Key team member ensuring that the agreed IT service continuity measures are in place, actionable and maintained on-going.
Subject matter expert in D365 release and customised code deployment
Oversee updates and releases through all D365 environments to Production
Provide testing support for new features and releases
Request / implement quality updates and fixes to D365 environments.
Key contributor to the Costa CAB process for any D365 changes.
Responsible for maintaining the integration error logging and handling system, ensuring appropriate automated alerts are in place and the system itself is functioning optimally
Triage and resolution of integration errors (implemented on Azure) working closely with the Cloud Infrastructure team.
Active health monitoring & investigation of environment issues across all D365 Finance and Customer Services platforms. E.g. D365 database index rebuilds, update stats, journal clean-ups etc.
Responsible for scheduling and completion of system administration tasks in D365, e.g. batch process management, dual write configuration, database logging
Ensuring all SOX, audit and IT security measures and task are adhered to and completed in a timely manner.
User security role provisioning and maintenance activities in D365.
Responsible for D365 and 3rd party application, ISV's, Office 365 etc. integration configuration.
Responsible for a defined subset of D365 configuration changes into Production.
Key contributor in any development work from a support perspective as part of an Agile development model with external development teams., Location / Travel: Fully remote role with the ability to attend meetings in Dunstable and/or London on average 2 - 4 times per month
To succeed at Costa, it is important that you embrace our values and enjoy working with diverse and committed colleagues. In addition, we would hope to see some of the below:
Technical expertise in Microsoft Dynamics 365 Finance (F&O) and D365 CRM Platforms
3 yrs + experience of working in a D365 technical lead role on corporate financial systems
5 yrs + working in a technical lead role in support a large ERP application for a large company.
Outstanding problem-solving and investigation skills
Deep level of understanding of how technology combines in providing value to the business.
Proficient in all ITIL support concepts
Experienced in working with external support and development teams
SaaS and PaaS IT support activities
Microsoft Azure Services (logic apps, event grid etc.) functional knowledge
Microsoft D365 accreditation
Excellent communication skills across all levels of the business and IT.
Houghton Regis, England, LU5 5YG, GB, Contact: If you have any queries regarding this vacancy - please contact Elizabeth.Falkner@costacoffe.com
At the heart of Costa Coffee are our values; we believe in Passion, Warmth, Trust and Courage. We are the No 1 coffee brand in the UK and as part of the Coca-Cola Company, we're on a journey to be the worlds most loved coffee brand, we don't settle for mediocre. We've come a long way from the Costa brothers first roastery in 1971, today we are a total coffee company that delivers amazing coffee to our consumers all over the globe.
Along with our much-loved stores, this includes our Express machines, Ready to Drink products, and a long list of friends and partnerships. Costa are proud of our collaborative and inclusive workforce, who continually unlock new growth and innovation