AMS Operations Manager

The AMS Operations Manager is responsible for ensuring stability, performance, and continuous improvement of Microsoft Dynamics 365 and related enterprise applications. This role serves as the operational owner for critical business systems, driving incident resolution, vendor accountability, service excellence, and process optimization. The ideal candidate combines deep D365 expertise with strong operational leadership, vendor management experience, and the ability to proactively identify and resolve systemic issues before they impact the business.

The Company

Since its founding over 40 years ago, The Heico Companies has grown from a single business to over 70 separate companies through a strategic acquisition policy, and by reinvesting earnings into internal growth and new prospects. Historically talented at restoring distressed companies, Heico now targets acquisitions that will complement its ever-growing portfolio of companies in manufacturing, construction, and industrial services.

These companies are organized into groups: Applied Solutions Group, Construction Solutions Group, Industrial Technologies Group, and Metal Processing Group. Once acquired, new Heico companies are assigned to a group and run on a stand-alone basis, allowing for great independence as well as the opportunity to share knowledge about markets, production processes, and management practices across other Heico groups and companies.

Heico continues to seek out new opportunities and maintain its standard of success. The Heico Companies has remained a privately held company since its creation and maintains a majority ownership in each of its operations, which generate close to $3.0 billion dollars in revenues. Many of our businesses are certified Woman-Owned Business Enterprises (WBE).

More information about the overall organization can be found at www.heicocompanies.com.

The Position

The AMS Operations Manager is responsible for ensuring stability, performance, and continuous improvement of Microsoft Dynamics 365 and related enterprise applications. This role serves as the operational owner for critical business systems, driving incident resolution, vendor accountability, service excellence, and process optimization. The ideal candidate combines deep D365 expertise with strong operational leadership, vendor management experience, and the ability to proactively identify and resolve systemic issues before they impact the business.

Job Description

Primary Responsibilities

D365 Operations & System Stability

• Own the day-to-day operational health, stability, and performance of Microsoft Dynamics 365.
• Lead efforts to identify root causes of recurring issues and implement sustainable corrective actions.
• Proactively monitor system performance, aging tickets, recurring trends, and operational risks.
• Develop and maintain operational runbooks, documentation, support procedures, and knowledge-sharing processes.
• Expand operational oversight and support other enterprise applications, including Salesforce and related business systems.

Incident & Problem Management

• Own and continuously improve the critical incident management process, including escalation, root cause analysis (RCA), corrective actions, and preventative measures.
• Ensure incidents are properly prioritized, managed, communicated, and resolved in alignment with business needs.
• Partner with business and technical teams to identify underlying causes of issues rather than focusing solely on symptom resolution.
• Lead remediation projects that eliminate recurring problems and improve overall system reliability.

Service Delivery & Vendor Management

• Manage multiple vendors and service providers, ensuring accountability for contractual obligations, deliverables, and service commitments.
• Establish, monitor, and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and vendor performance metrics.
• Conduct regular vendor performance reviews and hold partners accountable for quality, responsiveness, and business outcomes.
• Coordinate support and delivery activities across multiple Statements of Work (SOWs).

Release & Change Management

• Ensure disciplined release management processes, including regression testing, deployment planning, production readiness reviews, and post-deployment validation.
• Partner with technical teams to minimize operational risk during system changes and releases.
• Drive continuous improvement in change management, release governance, and deployment success metrics.

Leadership & Communication

• Serve as