D365 Managed Services Service Delivery Manager

• Serve as the primary delivery interface and trusted point of contact for assigned Managed Services clients across Dynamics 365 Finance & Operations and Customer Engagement environments
• Own the end-to-end managed services lifecycle for client environments, including support coordination, enhancement planning, optimization initiatives, and continuous improvement activities
• Develop strong working relationships with clients and internal consulting teams to maintain delivery alignment, visibility into priorities, and long-term solution health
• Coordinate delivery across multiple concurrent engagements, balancing competing priorities while maintaining consistent service quality and responsiveness
• Partner with Account Management and Customer Care leadership to support renewals, account stability, and identification of opportunities to expand managed services support
• Translate client priorities into coordinated consulting activity across functional and technical workstreams
• Maintain visibility into engagement risks, timelines, support trends, and enhancement opportunities while proactively communicating status and recommendations
• Collaborate with consulting teams to ensure support requests and enhancement initiatives are progressing effectively and aligned to client expectations
• Support transitions from implementation to Managed Services and help establish durable delivery rhythms for long-term client success
• Maintain delivery tracking across internal systems including resource coordination, financial visibility, billing readiness, and service performance indicators
• Contribute to the evolution of Managed Services delivery standards, documentation practices, and operational maturity across the practice

• 5+ years supporting or leading Dynamics 365 Managed Services engagements across Finance & Operations, Customer Engagement, or both
• Experience serving as the primary delivery interface for enterprise or mid-market Microsoft platform clients
• Working knowledge of managed services delivery models including support governance, backlog coordination, enhancement planning, and service review rhythms
• Experience coordinating consulting activity across distributed delivery teams
• Comfort operating in client-facing roles that require independent prioritization and ownership across multiple concurrent engagements
• Ability to maintain delivery visibility without reliance on fully structured project-based schedules
• Experience partnering with Account Management to support renewals and account stability
• Working familiarity with Azure, Dynamics 365, and the broader Microsoft Business Applications ecosystem
• Strong communication skills with the ability to engage effectively across business and technical stakeholders
• Bachelor’s degree in Information Systems, Business, or related discipline preferred
• Microsoft certifications within Dynamics 365 or Power Platform are a plus

Microsoft certifications within Dynamics 365 or Power Platform are a plus