HCL Technologies' Microsoft Business Applications Practice (MBAP) is seeking a D365 Service Delivery/Programme Manager to join their award winning and growing team.

Experience covering both global rollouts for clients across multiple sectors, and ensuring effective end-to-end service delivery in alignment with agreed-upon service levels and customer expectations, you will act as a managing subject matter expert regarding Microsoft Dynamics 365 projects (implementations, customisations, upgrades, integrations, and service delivery management).

Essential Responsibilities:

Delivery Success: Provide proactive and reactive support in managing the success of team’s delivered projects. Be involved in different levels of project processes and provide input wherever needed to enable projects to be successful. Manage customer and internal escalations.

Dynamics 365 Subject Matter Expertise: Extensive project delivery experience with Microsoft Dynamics 365; this includes D365 system design, customization, installation, deployment, architecture, and more.

Manage and monitor the delivery of IT services, including incident management, problem management, change management, and service requests. Acting as the primary point of contact for customers, ensuring clear communication and issue resolution, and overseeing the implementation of new services and ensure seamless integration with existing infrastructure.

Process/Project Review: Bottom line, quality control, and improvement of project across integrations, migrations, reports, portals, custom development, customisations, plug-ins etc.

Offshore Work Orders: Mentor MBAP's offshore team, including the review and quality improvement of specifications and technical work orders.

Best Practices: Deliver and instill best practices on all project deliverables and Proven Process, including customer/internal communication, documentation, change management, and more, ensuring all resources are reusable.

Mentorship: Mentor consultant teams and provide appropriate learning suggestions. Provide 1:1 guidance and support for all team members (scheduled and ad hoc). Monitor progress on team quarterly goals. Provide insight and recommendations on Delivery operations and process.

Weekly Team Updates: Attend Delivery Lead status meetings (called Level 10s, or L10s) and rotate various Project Director L10s to stay in touch with the team, ensure best practices, and discuss any project issues.

Additional Skills & Experience:

· Mentor other consultants in terms of PM, BA, and/or Technical skills

· Be an advisor to customers and other consultants

· Help customers define processes when there are no processes in place

· Advise customers on best practices for Microsoft Dynamics 365 processes, user interface, and architecture

· Assist technical consultants with architecting D365 or xRM system, related customizations, and reporting to model the client’s organizational processes

· Facilitate team resources in the implementation of data migration and translation, data integration, training and custom development, and reports

· Schedule work to be done and follow up to ensure completion within the project schedule

· Supervise the tasks and deliverables of the project team to meet project milestones and deliverables

· Maintain risks and issues lists (usually in SharePoint)

Preferred Qualifications and Skillsets:

· Extensive Dynamics 365 Project/Programme Management, Service Delivery Management and/or Technical Lead experience

· Sound knowledge and/or certification on Project Management and different Project Management styles like Waterfall, Agile, Scrum etc.

· Ability to manage or lead multiple large projects (6-18 months) with advanced organisational skills

· Up-to-date understanding of business processes, issues, and technology especially related to the operation of a sales, marketing, and customer service departments within an organisation

· Excellent verbal and written communication

· Professional demeanor

· Ability to speak with team members and clients at all levels within an organisation

· Ability to balance short-term demands while maintaining the long-term vision needed to guide a customer through the implementation process

· Advanced experience with Microsoft Project, Excel, Word, and Visio

HCL Tech is an Equal Opportunity Employer. Applicants receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.

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