Microsoft Dynamics 365 Delivery Lead for Customer Engagement at Ernst & Young Global Limited (EY)

The Delivery Lead would be expected to provide Functional, Technical and Process Leadership to the Implementation team. Managing the Implementation team, the Delivery Lead would be responsible to ensure the timely delivery of quality solutions to the customers while ensuring that the financial goals of the organization from the projects are met. This role would need to engage with Key Customers in ensuring that the Customer Satisfaction from Implementation Services of the company is maintained and improved. The Delivery Lead would be reporting to the Head of Delivery.

The key responsibilities of the Delivery Lead include:

• Ensuring projects are executed following the Project Delivery Process
• Oversees the activities of project teams in their portfolios to deliver timely solutions that are aligned with the organization's strategy.
• Owns the project delivery cycle and ensures that implementations are executed according to the agreed scope, timeline and budget.
• Manages issues and risks associated with packaged application customization and implementation; proactively drives solutions.
• Governs PMO reports, internal/external training, communications, knowledge repository, and publications.
• Serves as a Management Representative for escalations around issues, remediation plans.
• Provides guidance to Delivery Managers and PMs throughout project lifecycle.
• Contributes and evaluates latest PM industry innovations and best practices to drive continuous improvement.
• Leads Project Delivery Life Cycle process improvement efforts
• Conducts ongoing examination of projects for compliance with project plans and budgets, influencing decisions on resource utilization and allocation at key project lifecycle decision points.
• Maintains oversight and accountability for project portfolio performance including the financial performance of the projects.
   

Essential Skills, Expertise And Experience

Following are the essential skills, expertise and experience for the ideal candidate:

• Hands on implementation experience of multiple enterprise-wide technology projects.
• Working knowledge of Microsoft platform technologies, will have a high-level understanding of Microsoft Azure.
• Minimum of 8+ years’ experience in managing CRM implementations.
• Demonstrated experience in project management principles and managing delivery organizations with over 150 Staff members.
• Proven ability to work within a team environment, manage multiple projects, and adapt to change.
• Proven ability to manage multiple teams located across different geographical regions for a single project.
• Proven ability to influence and lead cross-functional teams in an environment of competing interests and limited resources.
• Strong client management skills and experience working with enterprise clients.
• Extensive experience in delivering agile and hybrid projects.
• Excellent communication skills, capable and confident in CxO meetings, as well as talking to and managing highly technical people.
• Process / Compliance – Highly process / quality driven, will drive compliance across teams and projects.
• Expert problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Expert-level interpersonal, relationship building, and customer service orientation
• Expert-level ability to communicate (oral and written) at all of the organization, including B & C- Level executives
• Minimum of 15 years’ experience in IT industry.
• Experience of 5-10 years in managing large cross functional IT projects as a Delivery Manager desirable.
   

To qualify for the role you must have;

•  Bachelor’s degree or diploma with IT, Finance or Business Administration and 15 or more years of related work experience in a Global Firm with specialization in an enterprise-wide CRM technology.
• Certification by the Project Management Institute (PMI), PMP is preferred, but not essential.
• Agile certification as Scrum Master or Product Owner.
• Experience in Agile framework participating directly in Agile practices and producing common artifacts.
• Experience in product development and delivery framework especially Agile framework, DevOps practices and micro services
• Prior CRM consulting experience.
• Experience in financial services.
• Strong written and verbal communication, presentation, client service and technical writing skills, coupled with a strong interest in further developing and integrating enterprise business processes with technology skills.
• Knowledge of leading practices, benchmarking, peer company environments and prior advisory experience relevant to industry-specific business and technology functions.
   

Ideally, you’ll also have;

•  Degree emphasis in Accounting, Finance, Computer Science, IT, Computer Engineering, Business Management, MIS or Mathematics desired; master’s degree in one of these areas preferred
• Microsoft Dynamics Certifications