Lead D365 Support Operations: Lead and mentor a team of D365 support specialists (based in the UK and India), overseeing daily support operations and fostering a collaborative, high-performance team environment.
Incident Management: Oversee and evaluate incoming support incidents to determine root causes, and ensure appropriate fixes (configuration changes or code adjustments) are applied. Step in to resolve high-priority or complex issues hands-on, acting as an escalation point for the team.
Service Quality & Performance: Monitor system performance and support queues, ensuring timely resolution of issues and minimal downtime for Dynamics 365 services. Work proactively to identify recurring problems and implement improvements or preventive measures.
Process Adherence & Improvement: Follow existing support procedures and author new ones as needed to continually improve support processes. Ensure documentation and knowledge bases are updated for any new solutions or changes.
Stakeholder Collaboration: Work closely with business users and other IT teams to communicate status updates, understand support needs, and ensure the support provided aligns with business requirements and expectations.
ITSM Administration: Use the ServiceNow ITSM platform to track, update, and manage support tickets. Ensure all team members are correctly logging their work, and produce regular reports on support metrics, trends, and team performance.
Level 1 & 2 Support Coordination: Coordinate with the Level 1 support team, providing guidance and assistance when needed. Mentor team members in troubleshooting techniques and customer service skills and facilitate their training and development in D365 support.
Key requirements
Dynamics 365 Expertise: Proven experience in a support role for Microsoft Dynamics 365, ideally covering both Customer Engagement and Finance & Operations modules. You should be comfortable with the core functionalities of CRM and ERP systems and how they interrelate.
Team Leadership: Previous experience leading or supervising an IT support team (formally or informally), with strong people management skills. Ability to motivate and develop a team, delegate tasks, and maintain morale across geographically dispersed team members.
Technical Problem-Solving: Excellent analytical skills to troubleshoot and resolve D365 issues. Able to manage multiple support requests and priorities effectively, maintaining focus and accuracy even under pressure.
ITSM Tool Proficiency: Hands-on experience with IT Service Management tools (ideally ServiceNow) for handling support tickets, incident tracking, and workflow management.
Organisational Skills: Ability to be flexible, multi-task, and organise priorities in a fast-paced work environment. Adept at switching between high-level team oversight and detailed hands-on problem solving.
Desirable requirements
Certifications: Microsoft Dynamics 365 certifications relevant to Customer Engagement and/or Finance & Operations support. An ITIL Foundation (or higher) certification or strong working knowledge of ITIL practices.
Platform Knowledge: Familiarity with the Microsoft Power Platform (Power Apps, Power BI, Power Automate) and how it integrates with Dynamics 365. Experience with Azure services and infrastructure as they relate to D365 (e.g., Azure SQL, Azure Active Directory).
Technical Skills: SQL or Azure SQL knowledge for querying data or troubleshooting integrations. Basic understanding of scripting or tools for automating support tasks can be an advantage.
Benefits
When you join Renishaw, we're committing to your future career. That's because we believe in developing our people's skills and promoting them internally. We also offer a benefits package that's highly desirable; including a 9% non-contributory pension, discretionary annual bonus, *subsidised onsFlexible schedulePerformance bonus
Additional Information
Job Description
Salary between £50,000 - £60,000 depending on experience
Location Wotton-under-Edge, Glos
Hybrid working 3 days / week onsite. Please note that we are based in a rural location with no public transport.
Renishaw are undertaking an ambitious programme to deploy Microsoft Dynamics 365 throughout our global operations, and we are seeking an enthusiastic D365 Support Lead L2 to join our applications support team. In this role, you will oversee and provide support operations for Microsoft Dynamics 365, managing issue resolution and system performance to ensure a reliable and effective service.
You will have extensive experience supporting Dynamics 365 solutions across both Customer Engagement and Finance & Operations modules. You will need the ability to lead and develop a distributed support team while managing multiple support requests simultaneously. As a hands-on leader, you will work well under pressure in a fast-paced, hybrid environment, directly engaging in complex ticket resolution and collaborating closely with business stakeholders to ensure high-quality support delivery.
Renishaw · Wotton-under-edge, UK