D365 Business Delivery Lead

Head of Delivery and Customer Experience

Up to £80k | Mostly Remote | Microsoft Gold Partner

• Previous experience in MS Gold Partner is essential*

I am working closely with a Microsoft Gold Partner who is looking for a Head of Delivery and Customer Experience to oversee Support, Project Management, and Consultancy functions. This role is central to driving customer satisfaction, improving delivery standards, and ensuring teams operate efficiently and collaboratively.

• Lead Support, PM, and Consultancy to deliver high-quality customer outcomes
• Strengthen the support function, reduce reactive issues, and improve documentation
• Oversee project delivery to ensure timelines, budgets, and quality standards are met
• Drive process consistency using Jira, Tempo, and Confluence
• Monitor KPIs including utilisation, profitability, SLAs, and CSAT
• Enhance reporting using Business Central and Jira / Tempo data
• Provide strong leadership, resource planning, and continuous improvement

• Delivery or customer success leadership experience within software, ERP, or tech consulting
• Strong understanding of Agile, ITIL, or PRINCE2
• Proficiency with Jira, Tempo, and Confluence
• Experience with ERP systems, ideally Business Central
• Excellent communication, leadership, and stakeholder management skills
• Customer-first, analytical, and improvement-focused approach