D365 Project Manager, Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily support for live Dynamics 365 clients within Managed Services.

• Manage specific enhancement projects and new functionality for current clients.

• Lead full life-cycle Dynamics 365 implementations from initial diagnosis to go-live and transition into support.

• Handle multiple simultaneous client engagements, ensuring deliverables, scope, and expectations are met.

• Develop and uphold project plans, cost estimates, resource allocations, communication strategies, risk mitigation strategies, and issue resolution plans.

• Influence project decisions and suggest timelines, priorities, and resource distribution.

• Secure necessary resources and address conflicts between support demands, enhancement obligations, and deadlines.

• Enhance client satisfaction and maintain healthy account relationships.

• Manage service desk tickets by triaging, prioritizing, assigning, aging, escalating, and closing them.

• Conduct regular service reviews that analyze ticket volumes, trends, contract usage, risks, and future plans.

• Oversee environment optimization, readiness for service updates, environment refreshes, and performance evaluations.

• Monitor contract utilization and lead conversations regarding overages, carry-overs, or contract modifications.

• Transform recurring incidents into problem records, root-cause analyses, or enhancement proposals.

• Maintain precise case records, time tracking, and status updates in Symphony.

• Qualify requests, coordinate estimates, create scopes, determine effort, schedule, and pricing, and secure client approval.

• Manage enhancements through design, development, testing, acceptance, deployment, and post-deployment support.

• Coordinate deployment timelines, regression testing, and release documentation.

• Direct implementation phases including Diagnosis, Analysis, Design, Development, Deployment, and Operation.

• Own integrated plans, critical paths, milestones, deliverables, and formal change management processes.

• Coordinate client-side dependencies such as process decisions, data readiness, integrations, testing, training, and organizational changes.

• Drive go-live preparations, cutover rehearsals, go/no-go criteria, contingency plans, rollback strategies, and hypercare staffing.

• Produce executive-level materials for client Steering Committee meetings.

• Transition completed implementations into Managed Services with documentation, environment inventories, open defects, and knowledge transfer.

• Occasionally support sales and marketing efforts, implementation-related activities, and general administrative tasks.

⛳️ Requirements

• A minimum of 4 years of experience in managing software implementation deployments.

• Experience with Microsoft Dynamics 365 Finance and Operations (ERP) or Customer Engagement (CRM) is highly desirable.

• Proven experience in managing both project-based delivery and ongoing support or managed services, ideally simultaneously.

• Familiarity with IT implementation methodologies spanning Diagnosis, Analysis, Design, Development, Deployment, and Operation.

• Understanding of industry-standard Business Process Areas is advantageous.

• Demonstrated capability to balance competing priorities across multiple concurrent clients.

• Strong planning, organizational, and problem-solving abilities.

• Solid business acumen, including comfort with budgeting, forecasting, and contract terms.

• Ability to collaborate closely with key business stakeholders to communicate progress and vision effectively.

• Excellent verbal and written communication skills.

• Ability to allocate appropriate resources to each project phase and monitor their performance.

• Strong leadership, team-building, and motivational capabilities.

• Bachelor's degree or a comparable combination of education and experience.

• Willingness to travel up to 50 percent of the time.

• Preferred: one or more full life-cycle Microsoft Dynamics implementations delivered comprehensively.

• Preferred: experience with the broader Microsoft technology ecosystem.

• Preferred: ERP implementation lead experience within the manufacturing sector.

• Preferred: experience in service management practices, including ITIL-aligned incident, problem, and change management.

• Preferred: PMI certification.

• Preferred: Microsoft certification on the Dynamics 365 platform.

• Preferred: mastery of industry-standard project management tools.

🏝️ Benefits

• Competitive salary ranging from $105,000 to $160,000 per year.

• Remote, home-based work environment.

• Opportunity to travel up to 50 percent of the time.