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Inviting applications for the role of Assistant Vice PresidentMicrosoft Dynamics 365 (F&O and CE) Support & Enhancements Delivery Leader

Job Summary:

We are looking for a seasoned Delivery Leader to manage and lead Microsoft Dynamics 365 (F&O and CE) Support and Enhancement operations. This role is responsible for end-to-end ownership of incident management enhancements Platform Updates release planning stakeholder engagement and team leadership ensuring high service levels customer satisfaction and continuous improvement.

Key Responsibilities:

1. Service Delivery Oversight

Lead daily operations of D365 support services across both F&O and CE platforms.

Ensure timely resolution of incidents problems and service requests aligned with SLAs.

Monitor overall ticket volumes trends and SLA compliance across functional and technical areas.

2. Enhancements & Change Delivery

Manage the delivery of D365 enhancements and configurations.

Oversee the full lifecycle: requirement gathering fit-gap analysis solution design testing and deployment.

Coordinate delivery planning sprint execution and post-release support.

3. Stakeholder & Client Management

Act as the primary escalation point for customer stakeholders (IT and Business).

Conduct regular governance meetings weekly status updates and quarterly retrospectives.

Work with business users and product owners to prioritize enhancement backlog and improvement opportunities.

4. Cross-Functional Team Leadership

Lead and mentor a distributed team of functional consultants technical developers testers LCS Admin and support analysts.

Collaborate with internal/external partners including Microsoft and third-party ISVs.

Support onboarding and knowledge transition for new team members.

5. Platform Health Governance & Optimization

Ensure platform stability performance monitoring and environment management.

Define and drive governance processes around incident tracking RCA and change approvals.

Leverage tools like Microsoft DevOps LCS and Power Platform Admin Center for release and environment management.

Qualifications we seek in you!

Minimum Qualifications / Skills

Proven experience managing support and enhancement delivery for both D365 F&O (Finance Supply Chain) and Customer Engagement.

Strong knowledge of support processes and minor change management across ERP and CRM ecosystems.

Deep understanding of L1L3 support models service desk integration SLAs and escalation protocols.

Familiarity with Microsoft Power Platform (PowerApps Power Automate) and Azure DevOps pipelines.

Preferred Qualifications/ Skills

ITIL v3/v4 certification or strong practical experience with ITIL-based operations.

Microsoft certifications such as MB-300 MB-500 MB-210 PL-200 or equivalent.

Experience with Microsoft ISV solutions

Exposure to cross-platform integration scenarios (e.g. with Azure SharePoint or external systems).

Soft Skills:

Strong leadership people management and conflict resolution skills.

Excellent client communication and stakeholder management abilities.

Analytical mindset with a bias toward continuous improvement and root cause elimination.

Comfortable working across global delivery models and time zones.

Nice to Have:

Experience managing platform upgrades (e.g. D365 Version PU updates).

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.

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