Applications Lead

Applications Lead - £70,000 - £90,000 + Benefits - London (Hybrid)

Overview

We’re looking for a proactive and experienced Applications Lead with deep expertise in Microsoft Dynamics 365 to take ownership of our core business systems.

This role is central to the organisation, leading the support, optimisation, and ongoing development of our D365 platform alongside other business-critical applications. You’ll drive service excellence, lead application projects, and ensure D365 and integrated systems continue to meet evolving business needs.

Role & Responsibilities:

Lead the day-to-day support and operational management of Microsoft Dynamics 365 (D365) and integrated applications
Oversee the IT Helpdesk function, ensuring high-quality support across D365 and other business systems
Ensure all tickets – particularly D365-related incidents and requests – are managed within agreed SLAs
Act as the escalation point for complex D365 issues, working closely with vendors and internal teams
Produce weekly service reports, including insights on D365 usage, ticket trends, SLA performance, risks, and improvements
Drive continuous improvement of D365 functionality, performance, and user adoption
Manage and deliver D365-related projects, enhancements, and upgrades
Work closely with stakeholders to gather requirements and translate them into D365 solutions and improvements
Manage integrations between D365, ERP/CRM platforms, and third-party systems
Collaborate with vendors and partners supporting D365 and associated applications
Operate within a Dev Ops framework to support continuous delivery and improvement of D365 and other applications

Technical Requirements:

Essential Skills & Experience

Strong, hands-on experience with Microsoft Dynamics 365 (D365) across support, configuration, or delivery
Proven experience managing and supporting D365 environments in a business-critical setting
Experience working with ERP and CRM systems, ideally integrated with D365

Experience with cloud platforms (Azure preferred), particularly supporting D365 environments
Strong experience managing third-party vendors, including D365 partners and support providers
Background in application support, service delivery, or helpdesk management, with exposure to D365 support models
Experience working within Dev Ops practices and environments
Solid understanding of ITIL processes (Incident, Problem, Change Management)
Ability to analyse support data (including D365 tickets and usage) and produce actionable insights
Excellent communication and stakeholder management skills, with the ability to engage both technical teams and business users

Nice to Have

Experience delivering D365 transformation or implementation projects
Formal project management certification (Prince2, Agile, Scrum)
Knowledge of D365 modules (e.g. Finance, Supply Chain, Sales, Customer Service)
Applications Lead - £70,000 - £90,000 + Benefits - London (Hybrid)