Microsoft Dynamics 365 Operations Manager

Microsoft Dynamics 365 Operations Manager

Overview

We are seeking an experienced Microsoft Dynamics 365 Operations Manager to lead the operational support, governance, and continuous improvement of a complex enterprise application landscape. This role will serve as the primary owner of Microsoft Dynamics 365 from an operations perspective, ensuring system reliability, service excellence, and alignment with evolving business needs.

The ideal candidate combines deep Dynamics expertise with strong leadership, operational discipline, and the ability to drive measurable improvements across support, vendor management, change management, and service delivery functions.

Key Areas of Responsibility

Enterprise Application Operations

• Provide leadership and oversight for the ongoing support, availability, and performance of Microsoft Dynamics 365 and associated business applications.
• Partner with business and technology stakeholders to ensure systems effectively support operational objectives.
• Identify recurring issues, process gaps, and operational risks while implementing long-term solutions.
• Maintain operational standards, support documentation, and knowledge management practices.
• Drive continuous improvement initiatives that enhance system performance and user experience.

Operational Support & Issue Resolution

• Own the end-to-end lifecycle of critical application incidents and operational challenges.
• Lead root cause investigations and coordinate corrective actions to prevent issue recurrence.
• Establish effective escalation practices and communication protocols for high-priority events.
• Monitor support trends and utilize operational data to improve service quality and platform stability.
• Collaborate with technical and functional teams to resolve complex business-impacting issues.

Vendor & Partner Governance

• Manage relationships with managed service providers, implementation partners, and third-party vendors.
• Ensure contractual commitments, service expectations, and project deliverables are consistently achieved.
• Develop and maintain vendor performance scorecards and governance processes.
• Lead regular operational reviews and drive accountability across external partners.
• Coordinate activities across multiple support and delivery engagements.

Service Delivery Management

• Define, monitor, and improve operational KPIs and service-level performance.
• Implement best practices that increase support efficiency and reduce business disruption.
• Ensure organizational adherence to established service management processes.
• Promote a culture of ownership, accountability, and customer-focused support.

Change, Release & Risk Management

• Govern release readiness activities across enterprise applications.
• Oversee testing coordination, deployment planning, and post-release validation activities.
• Assess operational risks associated with system changes and implement mitigation strategies.
• Continuously improve change management procedures to support scalable growth.

Leadership & Stakeholder Engagement

• Act as the senior escalation point for business-critical application matters.
• Build strong relationships with business leaders, operational teams, and technical stakeholders.
• Lead cross-functional initiatives focused on service improvement and operational maturity.
• Communicate priorities, risks, and outcomes effectively to executive and senior leadership teams.
• Establish structure and accountability in fast-paced and evolving environments.

Operational Excellence

• Leverage service management tools to manage ticket queues, workflows, reporting, and governance activities.
• Drive automation initiatives that improve support effectiveness and scalability.
• Support audit readiness efforts through process documentation, controls, and continuous improvement activities.
• Develop operational frameworks that promote consistency, transparency, and long-term success.

Required Experience

• 7+ years of experience managing or supporting enterprise business applications.
• Significant hands-on experience with Microsoft Dynamics 365 environments.
• Proven leadership experience within application support, managed services, or enterprise operations teams.
• Demonstrated success managing third-party vendors and service providers.
• Strong background in incident management, problem management, and service delivery.
• Experience establishing and tracking SLAs, KPIs, and operational performance metrics.
• Familiarity with ticketing platforms, workflow management, and support governance processes.
• Experience supporting application releases, deployments, and change control activities.
• Strong understanding of end-to-end business processes across multiple functional areas.
• Excellent communication, stakeholder management, and team leadership skills.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.
• Experience operating within multi-site or multi-business-unit organizations.
• Exposure to CRM platforms, enterprise integrations, and broader business application ecosystems.
• Experience driving operational transformation or support model improvements.

Travel

• Occasional travel may be required, including visits to business locations and strategic partners.