Operations & Customer Success Manager – Dynamics 365

Candidate Description

With over two decades immersed in enterprise resource planning, this professional excels at orchestrating large-scale Microsoft Dynamics 365 environments and driving global support operations. Their breadth spans customer service, finance & operations, and complex multi-region delivery models, underpinned by a track record of building high-performing offshore teams for organisations such as a Technology Provider and a Major Retailer. Leveraging ITIL-aligned frameworks, they consistently enhance service quality, optimise P&L performance and steer transformational change across geographically dispersed teams.

Adept at governance and technical oversight, they combine deep Dynamics 365 expertise with complementary skills in SharePoint, Power BI and .NET development. Key achievements include instituting ISO9001-compliant methodologies that improved utilisation rates, scaling a UK support division to 20 specialists while reducing resolution times, and leading end-to-end customisation and integration initiatives for retail, manufacturing and professional-services clients. Their leadership is reinforced by solid process disciplines across SDLC, data migration and continuous improvement initiatives.

Blending strategic vision with hands-on delivery, they mentor cross-functional teams, align stakeholders and cultivate cultures of accountability and innovation. Their adaptability across consulting, Microsoft Partner and end-user settings equips them to navigate diverse operational challenges, while their commitment to measurable outcomes positions them as a catalyst for sustained service excellence and growth.