In this role you will own the stability, security, and ongoing evolution of Microsoft Dynamics 365 CRM and Power Platform solutions. You will lead the Application Support Team to ensure reliable service for day-to-day operations while guiding strategic improvements. You will partner with architecture and business teams to automate processes, improve governance, and enhance monitoring. You will shape how the platforms scale with business needs and drive proactive, secure deployments that align with IT and security policies.
Responsibilities
Oversee day-to-day management of the support team and ensure tickets meet SLA
Maintain platform configuration, security, and latest service packs with testing and sign-off
Manage incident and problem workflows to minimise business impact and address security issues
Implement proactive monitoring to detect issues before users are affected
Collaborate with security, business units, and IT to align service delivery with strategic goals
Provide user training and promote self-service and knowledge sharing
Coordinate change management to reduce risk from updates
Maintain service catalogue and asset inventory in line with security and business priorities
Audit processes, user permissions, system logs, and performance with regular reporting
Scope requirements for new service areas and configure workflows and automations for efficiency
Integrate Dynamics 365 with other tools via APIs and webhooks
Guide and enforce Agile best practices in development and delivery for new services
Identify opportunities for process improvement to boost efficiency and user satisfaction
Key requirements
Over 5 years of team management experience
Proven experience administering Microsoft Dynamics 365 and developing Power Platform apps
Experience with Data Flow structures in Power Platform
Experience integrating third-party apps with Dynamics 365 and migrating from on-prem to Microsoft 365
Experience working in dynamic, Agile teams with multiple workstreams
Strong attention to detail
Excellent customer service orientation
Autonomous and collaborative work style
Microsoft 365 roadmap understanding and applicability to business productivity solutions
Automation using model-driven and canvas apps
Security principles for data confidentiality, integrity, and availability
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