We are seeking a dynamic individual to lead the management and continuous improvement of our Microsoft Dynamics, Website, CRM, Client Onboarding, and Contact Centre as a Service (CCaaS) platforms. Our Application and Platform Services team play a pivotal role in shaping the digital experience for our clients and internal teams.

Key Responsibilities:

• Own the day-to-day service performance of Microsoft Dynamics, Website, CRM, Client Onboarding, and CCaaS platforms.
• Collaborate with cross-functional teams including Product Managers, Architects, Project Managers, and Service Delivery Managers to ensure seamless service delivery.
• Manage vendor relationships and contracts for all in-scope applications, ensuring timely issue resolution and service continuity.
• Ensure compliance with SLAs, manage risk profiles, and drive efficient problem resolution.
• Develop and execute roadmaps for platform enhancements, cloud migrations, and service modernization.
• Lead the decommissioning of legacy systems and support platform consolidation efforts.
• Align application services with business strategies and user needs.
• Ensure cost-effective licensing and budget management for supported platforms.
• Contribute to disaster recovery planning and service continuity strategies.
• Act as an escalation point and participate in the Duty Manager rota as required

Skills and experience required:

• Proven experience managing Microsoft Dynamics and CRM platforms.
• Strong understanding of website technologies and digital onboarding solutions.
• Experience with Contact Centre as a Service (CCaaS) platforms and integrations.
• Technical proficiency in SQL-based systems and cloud-native applications a bonus.
• Demonstrated success in managing third-party vendors and service providers.
• Excellent stakeholder engagement and communication skills.
• ITIL Foundation certification (V3 or V4 preferred).
• Ability to lead change, improve processes, and champion new technologies.
• Strong planning, prioritization, and organizational skills.
• Relevant technical certifications such as Dynamics 365 Fundamentals (MB-920) are desirable