CRM and Power Platform Support Lead

Job ID:44525

Location:Birmingham : 1 Trinity Park : Bi

Position Category:Information Technology

Position Type:Employee Regular

Role Purpose

The OneCRM & Power Platform Support Lead is accountable for the stability, security and ongoing development of the organisation's Microsoft Dynamics 365 CRM and Power Platform applications. Sitting within the Application Support Team, the role ensures these platforms reliably support day-to-day business operations and continue to evolve in line with changing business requirements.

The role holder leads the day-to-day management of the support teams, overseeing the resolution of incidents and defects and the delivery of enhancements within agreed service levels, while contributing hands-on technical expertise where required. The role acts as a technical consultant to the development and architecture teams on larger, strategic changes, and works with business partners to identify and prioritise opportunities to automate inefficient processes.

The role is also responsible for platform governance, ensuring all applications remain compliant with organisational policies and standards, and for enhancing monitoring capability to enable proactive alerting and minimise business impact. The scope covers Microsoft D365, power Platform, Power Apps, Power Automate and associated bespoke applications.

Accountabilities

Service Delivery Ownership

• Team Management - Oversee the day-to-day management of the support team, ensuring tickets are addressed within SLA. Deal with escalations and help to prioritise work where conflicts appear.
• Platform Maintenance - Ensure the configuration, optimisation and administration of the platforms are kept up to date with the latest service packs, ensuring they are tested and signed off, and exploiting enhancements where possible. Make sure the platforms are safe and secure.
• Incident and Problem Management - Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues and minimising service disruptions.
• Monitoring - Apply monitoring to detect issues proactively before the user is aware of any impact.

Business & Stakeholder Alignment

• Collaboration - Work with cross-functional teams, including security operations and other business units, to facilitate effective communication and align IT service delivery with strategic goals.
• User Support and Training - Provide training and support to users of the solutions, fostering a culture of self-service and knowledge-sharing.

Governance, Risk & Oversight

• Change Management - Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
• Service Catalogue & Asset Management - Maintain and update the service catalogue and asset inventory, ensuring alignment with security requirements and business priorities.
• Audit - Continuous audit of processes, user groups and permissions, system stability and performance, including SLA monitoring and review, and audit of system logs and general user activity.
• Documentation and Reporting - Create and maintain detailed documentation for all processes, produce regular performance and compliance reports, and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.

M&A / Project Delivery Oversight

• Development - Scope requirements, implement and enforce best practices aligned with the Agile framework to create new service areas, and configure workflows and automation rules for process efficiencies.
• Integrations - Implement and configure integrations with other business tools using APIs, webhooks and plugins.

Continuous Improvement

• Process Improvement - Identify opportunities for process enhancement within the platform, applying best practices to boost operational efficiency, service quality and end-user satisfaction, and conduct regular assessments for optimisation.

Skills

Professional Skills

• Strong attention to detail and excellent customer service orientation
• Ability to work both autonomously and as a team player

Technical Skills

• A good understanding of the Microsoft 365 roadmap, and the ability to evaluate its applicability for business productivity solutions
• Automation using model-driven and canvas apps
• Understanding of security principles and practices, ensuring confidentiality, integrity and availability of data, D365 services and Power Platforms
• Ability to manage workload with Azure DevOps and automate testing and releases
• Able to configure monitoring toolsets to ensure the stability of solutions is transparent and reacted to
• Experience working with Azure CI/CD including repo version control and enterprise ALM processes.

Desirable / Nice-to-Have Skills

• Innovative thinker
• Agile
• Critical thinking and attention to detail
• Ability to perform under pressure
• Business acumen
• Stakeholder management

Experience and qualification

Essential Experience

• Over 5 years of team management experience
• Proven and demonstrable experience administering Microsoft Dynamics 365 and developing applications
• Proven experience of Power Platform apps, including Data Flow structures
• Experience working on dynamic, agile teams with the ability to deliver on multiple workstreams
• Experience integrating third-party applications with Dynamics 365 apps
• Experience with integrations and migration paths from on-prem solutions to Microsoft 365

Desirable Experience

• CAB process following ITIL standards.
• Strong knowledge of data, data models, data migration, data quality, ideally with Dataverse.
• Understand licensing strategy
• Ai Technology delivery

Education & Qualifications

• MS Dynamics 365 certification, or the ability to demonstrate a wide programming skill set in the configuration and deployment of D365 cloud services

At LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.

We belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.

Guided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here.

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