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Job Description
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 workstreams
- 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
You’re great at…
- 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
Sound interesting? If so, you'll need...
- 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