IT Service & Hypercare Lead (D365 F&O)

We are Baltic Assist, an outsourcing company, specializing in innovative remote career solutions. We provide exciting opportunities on a global level fostering long-term cooperation between top talent and our partners. By cultivating a desirable environment, our people are empowered to excel and engage with a community of diverse professionals. With a commitment to efficiency and innovation, Baltic Assist aims to be the go-to choice for seeking rewarding careers.

Our client is an international company undergoing a large-scale ERP transformation across multiple Central and Eastern European markets as part of a global digital transformation programme.

To support a successful Microsoft Dynamics 365 Finance & Operations rollout, we are looking for an experienced IT Service & Hypercare Lead to strengthen post-go-live operations, coordinate incident management, and support operational readiness during a critical transition period.

This role combines service management, hypercare coordination, SLA governance, and hands-on stakeholder support in a fast-paced production environment.

How you'll spend your day 

• →Supervise and monitor daily ticket activity across the service desk and Local IT queues.
• →Ensure timely handling and escalation of critical incidents and SLA risks.
• →Govern vendor SLA performance and manage escalation processes.
• →Support hypercare activities during go-live and stabilisation phases.
• →Coordinate incident ownership transitions between support teams.
• →Coach Key Users and Local IT teams during live production support.
• →Act as liaison between local teams and global support functions during transition activities.
• →Track incidents, risks, resolutions, and operational readiness progress.
• →Provide regular reporting on ticket status, SLA performance, and recurring issues.

• 5+ years of experience in IT Service Management or Incident Management within ERP environments.
• Hands-on experience with ServiceNow, including SLA monitoring, queue management, and incident handling.
• Experience supporting D365 F&O (or similar ERP systems) after go-live, including hypercare phases.
• Strong stakeholder management and communication skills.
• Experience managing external vendor performance and SLA governance.
• Ability to coach both technical teams and business users in live environments.
• Availability to work on-site in Croatia for at least 6 weeks from June 2026.
• Professional English language skills.

• Croatian, Serbian, or other Balkan language skills.
• Experience in large international transformation programmes.
• Understanding of AMS and transition-to-support processes.

What we offer 

• Opportunity to contribute to a major international ERP transformation programme.
• High-impact role during a critical go-live and stabilisation phase.
• International project environment with cross-functional collaboration.
• Hybrid setup combining on-site and remote work.
• Possibility to extend involvement in future programme phases.

At Baltic Assist, we believe that the strength of our team lies in the diversity of our backgrounds and perspectives. We are fully committed to promoting equal opportunities at every stage of our recruitment and selection processes. Recruitment at Baltic Assist is based solely on individual merit, qualifications, and professional competence. Our shortlisting, interviewing, and selection practices are conducted without discrimination on the grounds of gender identity or expression, sexual orientation, marital or civil partnership status, race, nationality, ethnic origin, religion or beliefs, age, veteran status, disability, medical condition, pregnancy or parental status, trade union membership, or any other protected characteristics.

By applying to this position, candidates acknowledge and consent that any information provided during the application process or available on the communication channels through which they were contacted (e.g., LinkedIn, email, or other professional platforms) may be collected, stored, and processed by Baltic Assist solely for recruitment purposes.

Baltic Assist is committed to protecting your personal data in compliance with the General Data Protection Regulation (GDPR). All information collected during the recruitment process will be handled securely and used exclusively for recruitment purposes. Your data will not be shared with unauthorized parties, and it will be retained only as long as necessary for the recruitment process or as required by applicable laws. By applying, you consent to the processing of your personal data in accordance with our privacy policy and GDPR guidelines.