D365 Managed Services Service Delivery Manager

As a Managed Services Service Delivery Manager you can expect to…

• 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 work streams
• 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

• Managing multiple client environments simultaneously while maintaining strong organization, responsiveness, and delivery continuity
• Building trusted client relationships through proactive communication and follow‑through
• Translating business priorities into actionable support and enhancement plans
• Identifying opportunities to improve delivery structure, service experience, and solution adoption over time
• Operating with a high degree of ownership and initiative in environments where priorities evolve across accounts and teams
• Building alignment across consulting resources and stakeholders to move delivery forward
• Navigating ambiguity while maintaining momentum and visibility for clients and internal teams
• Balancing competing priorities across engagements without relying on heavily structured delivery schedules
• Learning new solution areas quickly and developing working familiarity across Dynamics 365 platform capabilities
• Promoting collaboration across functional, technical, and account leadership teams to support long‑term client success

• 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