DCRM Support Manager

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I am currently working with a fantastic Dynamics CRM consultancy based in central London, who are looking for a Business Systems Support Manager to work in their London offices.

Who you'll be working with:

The Business Systems Team who specialise in Microsoft Dynamics and integration at an enterprise scale. They have a strong focus on Microsoft Dynamics from core back end to front end technologies and patterns.

The focus of your role:

As a Service Delivery Manager your role is primarily focussed on the support and delivery of very complex Dynamics CRM Solutions. This will include owning the support helpdesk internally, coordinating and enhancing the existing internal support ROTA service and engaging with clients. The key component of the role is the identification and implementation of operational processes to help improve the delivery of business value and quality from the entire Business Team.

What you'll do:

There are two main work streams that will be part of the duties of the Service Delivery Manager:

*Service Delivery

*Coordinate the Managed delivery of Post-GoLive projects

*Communication with Client's stakeholders

*Scope definition

*Internal communication with Resource Manager

*Ensure Quality and Deployment of the work follows the standards process for Managed Delivery

*Implement a Standard process to ensure quality and auditable control on all deployment of packages on Live projects

*Maintain communication and follow up on key clients

*Identify potential new packages of work

*Provide client handover and transition

*Support Helpdesk

*Coordinate internal ROTA resources

*Ensure Support metrics are achieved (SLAs)

*Report and summarize helpdesk status

*Implement a communication (first line support) protocol and ensure it is deployed

*Own communication with key clients and ensure project delivery is transitioned to Support/Helpdesk smoothly

*Provide tier 1 support case triage and provide business context when required

The Service Delivery Manager will participate in a weekly summary meeting with the Head of Business Team and the Resource Manager to review the status of the Delivery and Support area and assess future challenges, improve processes and tackle issues. The Service Delivery Manager will report to the Head of the Business Systems.

What you'll bring:

*Experience as an Administrator of a Microsoft Dynamics CRM environment

*Great communication skills that will be used both internally within the team and externally managing the expectations of our clients

*Passion and drive to implement best practice methodologies and processes on the Service and Support areas.

*Experience on mentoring and grow team members

*Ability to identify potential areas of improvement and drive to implement the processes that will enhance the Business Team

*Passion to expand the knowledge on Dynamics 365 and use this knowledge on improving the quality of the Services delivered by the Business Team

What we'll offer you:

*Professional development.

*Accelerated career progression.

*An environment that encourages entrepreneurial spirit.

It's all on offer at this consultancy. And although collaboration is at the core of the way they work, they also recognise individual needs with a flexible benefits package you can tailor to suit you.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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