D365 Operations Lead

The role of D365 Operations Lead involves leading and managing the functional and operational aspects of Microsoft Dynamics 365 environments. The ideal candidate will have strong expertise in D365, functional operations, business process management, application support, and stakeholder management.

The role ensures the stability, efficiency, and continuous improvement of D365 operations while working closely with business users, functional teams, technical teams, and leadership. The candidate should be capable of translating business requirements into functional solutions and driving operational excellence across D365 processes.

Key Responsibilities

• Lead day-to-day D365 operations, ensuring smooth and reliable business process execution.
• Own functional support, issue resolution, incident management, and operational performance across D365 modules.
• Work closely with business stakeholders to understand requirements, identify process gaps, and recommend appropriate D365 solutions.
• Manage and prioritize functional issues, enhancements, change requests, and operational activities.
• Coordinate with technical teams, developers, vendors, and implementation partners to resolve complex D365 issues.
• Drive continuous improvement initiatives to optimize business processes and improve D365 adoption.
• Monitor system performance, operational KPIs, service levels, and support metrics.
• Lead functional impact assessments for system changes, upgrades, integrations, and new features.
• Ensure proper documentation of business processes, functional specifications, SOPs, and operational procedures.
• Support testing activities, including requirement validation, UAT coordination, regression testing, and deployment readiness.
• Identify recurring operational issues and implement preventive measures to improve system reliability.
• Manage escalations and ensure timely resolution of critical business-impacting issues.
• Provide functional guidance and mentoring to D365 support and operations teams.
• Ensure adherence to governance, security, compliance, and change-management processes.
• Collaborate with cross-functional teams to align D365 capabilities with evolving business requirements.

Must-Have Skills

• D365 – Strong hands-on experience with Microsoft Dynamics 365 and its business applications.
• Strong understanding of D365 functional processes, configuration, workflows, and business requirements.
• Proven experience managing enterprise application operations, production support, incident management, and service delivery.
• Strong understanding of business process mapping, requirement gathering, and functional solution design.
• Experience working with multiple stakeholders across business and technology teams.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Experience with change management, release management, UAT, and system enhancements.
• Strong communication, coordination, and stakeholder management skills.
• Ability to lead teams and manage multiple priorities in a fast-paced environment.

Good-to-Have Skills

• Experience with D365 Finance & Operations, Supply Chain Management, Commerce, or related D365 modules.
• Exposure to D365 integrations, APIs, Power Platform, and Azure services.
• Experience working with external vendors or implementation partners.
• Knowledge of ITIL-based support and service management practices.
• Experience with D365 upgrades, migrations, and large-scale transformation projects.