Lead cross-functional teams and coordinate resources across managed services, enhancement projects, and implementation programs while protecting competing priorities.
Own client relationships and drive satisfaction, accountability, communication, and overall engagement health.
Manage Dynamics 365 managed service queues, including ticket triage, prioritization, assignment, escalation, aging, resolution, service reviews, and contract consumption.
Monitor service utilization and identify overages, under-consumption, carry-over requirements, or contract changes before the end of the service period.
Identify recurring incidents and chronic issues and convert them into root-cause initiatives, problem records, or scoped enhancement opportunities.
Coordinate estimates, scope, schedules, pricing, approvals, development, testing, deployment, documentation, and post-release support for enhancement projects.
Manage full lifecycle Dynamics 365 implementations from diagnosis and analysis through design, development, deployment, go-live, hypercare, and transition into managed services.
Own integrated project plans, critical paths, milestones, deliverables, change control, cutover planning, go/no-go decisions, contingency plans, and executive-level reporting.
Coordinate client-side dependencies involving business decisions, data readiness, integrations, testing, training, organizational change, and other implementation activities.
Ensure completed implementations and enhancements transition successfully into ongoing support with appropriate documentation, knowledge transfer, environment information, and open-item tracking.
Apply recognized project management best practices and delivery standards while contributing to sales, marketing, implementation activities, or administrative initiatives when required.
Requirements
4+ years of direct experience managing software implementation deployments, with demonstrated ownership of complex projects from initiation through deployment.
Experience managing both project-based delivery and ongoing support or managed services, preferably concurrently.
Strong knowledge of Microsoft Dynamics 365; experience with Dynamics 365 Finance & Operations or Customer Engagement is highly valued.
Experience across implementation phases including diagnosis, analysis, design, development, deployment, and operation.
Demonstrated ability to manage multiple clients, competing priorities, deadlines, resources, and deliverables without losing control of individual engagements.
Strong business acumen, including experience with budgets, forecasts, contracts, estimates, utilization, and financial implications of scope changes.
Excellent planning, organizational, analytical, problem-solving, verbal, and written communication skills.
Strong stakeholder management skills, with the ability to communicate progress, priorities, risks, decisions, and vision to both business and executive audiences.
Proven leadership, team-building, motivational, and resource-allocation capabilities.
Bachelor's degree or equivalent combination of education and professional experience.
Ability to travel up to 50% of the time.
Experience delivering one or more full lifecycle Microsoft Dynamics implementations is preferred.
Familiarity with the broader Microsoft technology ecosystem and industry-standard project management tools is advantageous.
ERP implementation leadership experience in manufacturing is a plus.
Knowledge of service management practices, including ITIL-aligned incident, problem, and change management, is desirable.
PMI certification and Microsoft Dynamics 365 certification are advantageous.
Conditions
Annual salary range of $105,000–$160,000.
Additional quarterly bonus compensation plan.
Remote, home-based work environment.
Opportunity to lead strategic Dynamics 365 initiatives with high client and executive visibility.
Exposure to a broad mix of managed services, enhancement projects, and full lifecycle implementations.
Collaboration with experienced solution architects, functional and technical consultants, and developers.
Opportunity to develop expertise across Microsoft Dynamics 365, business process optimization, service management, and enterprise transformation.
Travel opportunities of up to 50% depending on client and project needs.