Key Responsibilities

• Manage end-to-end functional delivery of multiple D365 CE projects across clients and business units.
• Lead, mentor, and guide functional consultants, ensuring effective task allocation, delivery quality, and team development.
• Serve as the primary point of contact for client delivery discussions, project updates, escalations, and stakeholder communication.
• Lead requirement gathering, discovery sessions, business process analysis, and solution design workshops.
• Guide functional teams on Dynamics 365 CE best practices, implementation methodologies, configuration, and integration considerations.
• Oversee project planning, resource allocation, task prioritization, delivery timelines, and milestone tracking.
• Monitor project progress, delivery metrics, risks, issues, and dependencies; conduct regular project reviews and client status meetings.
• Coordinate with technical, BI, QA, support, and project management teams to ensure smooth end-to-end delivery.
• Support effort estimation, resource planning, project governance, and delivery forecasting.
• Review functional designs, solution configurations, business processes, and implementation deliverables.
• Oversee release management, change management, testing, deployment, and transition to support.
• Maintain working knowledge of D365 CE modules, including Sales, Customer Service, Marketing, and Field Service.
• Guide teams on Power Platform capabilities, including Power Apps, Power Automate, and Dataverse.
• Identify delivery improvement opportunities, address recurring issues, and establish consistent implementation practices.
• Ensure adherence to project standards, documentation requirements, quality expectations, and client commitments.

Technical Competency

• Dynamics 365 CE: Strong functional understanding of Sales, Customer Service, Field Service, and Customer Insights/Journeys.
• Power Platform: Working knowledge of Power Apps, Power Automate, Dataverse, and Power Platform capabilities.
• Functional Solution Design: Requirement analysis, process mapping, functional configuration, and solution validation.
• Project Delivery: End-to-end implementation management, resource planning, effort estimation, and milestone tracking.
• Client & Stakeholder Management: Client communication, expectation management, escalations, and status reporting.
• Quality & Governance: Functional reviews, documentation standards, testing coordination, risk management, and change control.
• Integration & Architecture: Understanding of CRM integrations, APIs, solution architecture, and technical-functional dependencies.
• Delivery Methodologies: Agile/Scrum, implementation lifecycle management, and continuous improvement.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.
• 8+ years of relevant experience in Microsoft Dynamics 365 CE/CRM functional consulting and implementation.
• Proven experience leading multiple projects, managing delivery teams, and coordinating cross-functional resources.
• Strong knowledge of D365 CE modules, CRM implementation lifecycles, and functional solution design.
• Experience managing client relationships, stakeholder expectations, delivery risks, and escalations.
• Understanding of resource planning, effort estimation, project governance, and release management.
• Ability to guide functional teams and collaborate effectively with technical and business stakeholders.
• Excellent leadership, communication, analytical, organizational, and problem-solving skills.

Preferred / Nice to Have

• Microsoft Dynamics 365 Customer Experience or Power Platform certifications.
• Experience delivering complex, multi-client, or multi-region CRM implementations.
• Familiarity with Azure DevOps, project management tools, and delivery reporting.
• Experience with CRM integrations, enterprise solution architecture, and business process transformation.
• Exposure to Agile delivery frameworks, change management, and continuous improvement initiatives.
• Experience mentoring consultants and establishing functional delivery standards.