CRM and Power Platform Support Lead

Overview

In this role you will own the stability, security, and ongoing evolution of Microsoft Dynamics 365 CRM and Power Platform solutions. You will lead the Application Support Team to ensure reliable service for day-to-day operations while guiding strategic improvements. You will partner with architecture and business teams to automate processes, improve governance, and enhance monitoring. You will shape how the platforms scale with business needs and drive proactive, secure deployments that align with IT and security policies.

Responsibilities

• Oversee day-to-day management of the support team and ensure tickets meet SLA
• Maintain platform configuration, security, and latest service packs with testing and sign-off
• Manage incident and problem workflows to minimise business impact and address security issues
• Implement proactive monitoring to detect issues before users are affected
• Collaborate with security, business units, and IT to align service delivery with strategic goals
• Provide user training and promote self-service and knowledge sharing
• Coordinate change management to reduce risk from updates
• Maintain service catalogue and asset inventory in line with security and business priorities
• Audit processes, user permissions, system logs, and performance with regular reporting
• Scope requirements for new service areas and configure workflows and automations for efficiency
• Integrate Dynamics 365 with other tools via APIs and webhooks
• Guide and enforce Agile best practices in development and delivery for new services
• Identify opportunities for process improvement to boost efficiency and user satisfaction

Key requirements

• Over 5 years of team management experience
• Proven experience administering Microsoft Dynamics 365 and developing Power Platform apps
• Experience with Data Flow structures in Power Platform
• Experience integrating third-party apps with Dynamics 365 and migrating from on-prem to Microsoft 365
• Experience working in dynamic, Agile teams with multiple workstreams

• Strong attention to detail
• Excellent customer service orientation
• Autonomous and collaborative work style
• Microsoft 365 roadmap understanding and applicability to business productivity solutions
• Automation using model-driven and canvas apps
• Security principles for data confidentiality, integrity, and availability

…