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D365 Managed Services Service Delivery Manager

United States

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

 

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