CRM and Power Platform Support Lead

Job :

Birmingham : 1 Trinity Park :
Bi Position Category:

Information Technology Position Type:

Employee Regular Role Purpose The OneCRM & Power Platform Support Lead is accountable for the stability, security and ongoing development of the organisation's Microsoft Dynamics 365 CRM and Power Platform applications. Sitting within the Application Support Team, the role ensures these platforms reliably support day-to-day business operations and continue to evolve in line with changing business requirements.

The role holder leads the day-to-day management of the support teams, overseeing the resolution of incidents and defects and the delivery of enhancements within agreed service levels, while contributing hands-on technical expertise where required. The role acts as a technical consultant to the development and architecture teams on larger, strategic changes, and works with business partners to identify and prioritise opportunities to automate inefficient processes.

The role is also responsible for platform governance, ensuring all applications remain compliant with organisational policies and standards, and for enhancing monitoring capability to enable proactive alerting and minimise business impact. The scope covers Microsoft D365, power Platform, Power Apps, Power Automate and associated bespoke applications.

Accountabilities Service Delivery Ownership
• Team Management – Oversee the day-to-day management of the support team, ensuring tickets are addressed within SLA. Deal with escalations and help to prioritise work where conflicts appear.
• Platform Maintenance – Ensure the configuration, optimisation and administration of the platforms are kept up to date with the latest service packs, ensuring they are tested and signed off, and exploiting enhancements where possible. Make sure the platforms are safe and secure.
• Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues and minimising service disruptions.
• Monitoring – Apply monitoring to detect issues proactively before the user is aware of any impact.

Business & Stakeholder Alignment    Collaboration – Work with cross-functional teams, including security operations and other business units, to facilitate effective communication and align IT service delivery with strategic goals.
User Support and Training – Provide training and support to users of the solutions, fostering a culture of self-service and knowledge-sharing.

Governance, Risk & Oversight    Change Management – Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with security requirements and business priorities.
Audit – Continuous audit of processes, user groups and permissions, system stability and performance, including SLA monitoring and review, and audit of system logs and general user activity.
Documentation and Reporting – Create and maintain detailed documentation for all processes, produce regular performance and compliance reports, and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.

M&A / Project Delivery Oversight    Development – Scope requirements, implement and enforce best practices aligned with the Agile framework to create new service areas, and configure workflows and automation rules for process efficiencies.
Integrations – Implement and configure integrations with other business tools using APIs, webhooks and plugins.

Continuous Improvement    Process Improvement – Identify…