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Inviting applications for the role of Assistant Vice President_Microsoft Dynamics 365 (FO and CE) Support Enhancements Delivery Leader

Job Summary:

We are looking for a seasoned Delivery Leader to manage and lead Microsoft Dynamics 365 (FO 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 FO 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.

· Proven experience managing support and enhancement delivery for both D365 FO (Finance, Supply Chain) and Customer Engagement.

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

· Deep understanding of L1–L3 support models, service desk integration, SLAs, and escalation protocols.

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

· 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 career—Gain 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 140,000 coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s 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.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.