D365 Business Central Service Lead

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

The Managed Service Team Lead exists to ensure our Dynamics 365 Business Central customers receivea responsive, reliable service that protects their operations and builds confidence in Infinity.

You’ll lead the day-to-day performance of the BC Managed Services team, take ownership when complex issues or escalations arise and help the team solve more problems without immediately relying on Professional Services.

This is a hands-on leadership role combining customer judgement, Business Central expertise and commercial awareness. Your focus will be on improving resolution quality, developing the team and ensuring customers see clear value from their managed service.

• Set clear priorities and service standards for the BC Managed Services team. Coach people to strengthen their Business Central knowledge, consulting judgement, customer communication and ownership.
• Understand the team’s workload, capacity and capability, then address gaps through structured development, mentoring, knowledge sharing and relevant certification.

• Act as the first point of escalation for Business Central customer, technical and delivery concerns.
• Establish the facts, assess the business impact and drive a clear resolution plan. Provide hands-on guidance on complex incidents and service requests, resolving issues within Managed Services wherever practical.
• When Professional Services support is required, ensure the problem, investigation history,evidence, priority, customer impact and expected outcome are clearly defined

• Oversee incidents, requests, changes, backlogs and aged work to ensure customer commitments remain on track.
• Make sure customers receive timely, straightforward communication, particularly during service disruption or escalation.
• Work with Service Delivery and Account Management to understand customer priorities, risks and opportunities to improve value.

• Help the team distinguish between managed-service support, chargeable change and project work.
• Identify work that falls outside the agreed scope early, protecting delivery capacity while ensuring the customer is directed towards the right solution and commercial route.

• Use service data, customer feedback and recurring issues to identify where the service needs to
  improve.
• Strengthen documentation, known-error records and the BC knowledge base so that…