D365 Support Manager - Sydney, Australia - Dynamo Recruitment

Dynamo Recruitment

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Chance to Work from home from any City in Australia (WFH).

Take ownership of the Managed Services domain
Role wil take your career to the next level

D365 F&O Client Care Manager / Support Manager / Managed Services Lead
Chance to join leading D365 Partner in key role

Remote from anywhere in Australia

100% WFH (from Sydney, Melbourne, Brisane, Adelaide, Perth etc)

What you'll be doing
As the Managed Services Lead, you will be running the support and managed services business. you'll work on

a wide variety of Microsoft AX and Dynamics 365 client care engagements. You will work closely with your team

members and client stakeholders to provide support for their D365 implementation and manage the customer

engagement, reporting and critical issue reporting as well as managing the team delivering services to these

customers.

We are looking for a competent Managed services leader to provide fast and useful support assistance on

Dynamics 365 Finance and Operations in all aspects or managing a team and the clients. You will answer

queries on functional and technical issues and offer advice to solve them.

An excellent Client Care lead must have good technical knowledge and be able to communicate effectively to

understand the problem and explain its solution. They must also be customer-oriented and be patient when

dealing with customers.

You will be responsible for
Managing all aspects of managed services and the customers

Draft statements of work for managed services and support contracts.

Maintain and present our offering to our customers, through discussions and presentations.

Manage the team reporting to you.

Monitor and administer the service desk queues, allocating work to our consultants as required.

Be confident in communicating incident reports which will include, root cause, actions taken, resolution

details and preventative suggestions.

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Determining the best solution based on the issue and details provided by customers

Walking the customer through the problem-solving process

Directing unresolved issues to the next level of support personnel

Providing accurate information on the D365 solution

Recording events and problems and their resolution in logs

Follow-up and update customer status and information

Passing on any feedback or suggestions by customers to the appropriate internal team

Identifying and suggest possible improvements on procedures

Analysing business processes and requirements in detail, work through problems, organise and deliver

updates and responses.

You are
Proactive and can work independently.

Excellent at managing people and workload.

A proven communicator, with strong written and spoken presentation skills with a degree of comfort

with senior audiences.

Someone who excels in solving complex problems with customers.

A dynamic team player who is accountable and responsible for the customer and business outcomes.

Goal-oriented and can work under pressure.

Confident and relish a challenge.

Customer-oriented and calm under pressure

What skills & experience you have
understanding of Dynamics 365 F&O solution

Proven experience in a management role or customer support leadership role

Exceptional troubleshooting skills

Ability to work through issues with customers to resolution.

Excellent organisational skills to ensure all cases are updated and current.

Knowledge about the Dynamics 365 F&O and the Microsoft ecosystem

High level of initiative, accountability, and an eye for quality

Well spoken, with outstanding written and verbal communication

Tech savvy with working knowledge of Dynamics 365 products and the Microsoft stack

Ability to diagnose and resolve basic technical issues

Proficiency in English

Excellent communication skills

Microsoft Certifications in your domain are highly desirable

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