Dynamics 365 Applications Lead - Drive Platform Excellence

Applications Lead - £400 per day - £500 per day - OUTSIDE IR35 - London (Hybrid)

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.

• 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

• 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

• 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)