Lead the endtoend delivery of AMS services for D365 CE ensuring SLA adherence service quality and client satisfaction across incidents problem change and release management
Provide expert guidance on D365 CE configurations customizations and integrations Ensure technical solutions are scalable secure and aligned with business needs
Oversee resolution of complex technical issues perform root cause analysis and implement permanent fixes to reduce recurring incidents
Manage minor enhancements and continuous improvement initiatives including automation performance tuning and user experience improvements
Act as the primary technical point of contact for client stakeholders providing regular updates managing escalations and driving proactive communication
Establish and maintain AMS governance frameworks including service reporting KPI tracking and compliance with ITIL and Capgemini standards
Lead and mentor AMS support teams ensuring knowledge sharing skill development and adherence to best practices
Support and maintain integrations with other enterprise systems using Power Platform Azure Logic Apps and REST APIs Ensure data consistency and integrity across platforms
Must Have
8 years of handson experience with Microsoft Dynamics 365 CE CRM including configuration customization and support
5 years of experience in technical leadership roles within AMS or CRM delivery environments
Robust experience with Power Platform Power Automate Power Apps Plugins Workflows and Custom Entities
4 years of experience in D365 integrations using REST APIs Azure Services and thirdparty connectors
Experience with DevOps practices and tools eg Azure DevOps
Strong understanding of D365 CE architecture security model and performance optimization
Excellent communication and stakeholder management skills
Proficiency in Agile delivery methodologies and ITILbased support frameworks
Nice to have
Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate or equivalent
Microsoft Certified Power Platform Developer Associate is a strong asset
📌 CRM Support Technical Lead (Toronto)
🏢 Recutify
📍 Toronto
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