Assistant Vice President_Microsoft Dynamics 365 (F&O and CE) Support & Enhancements Delivery Leader
Genpact
5 - 10 years
Noida
Posted: 28/08/2025
Job Description
Ready to build the future with AI?
At Genpact, we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of whats possible, this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.
Inviting applications for the role of Assistant Vice President_Microsoft Dynamics 365 (F&O and CE) Support & Enhancements Delivery Leader
Job Summary:
We are looking for a seasoned Delivery Leader to manage and lead Microsoft Dynamics 365 (F&O 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 F&O 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.
Qualifications we seek in you!
Minimum Qualifications / Skills
Proven experience managing support and enhancement delivery for both D365 F&O (Finance, Supply Chain) and Customer Engagement.
Strong knowledge of support processes and minor change management across ERP and CRM ecosystems.
Deep understanding of L1L3 support models, service desk integration, SLAs, and escalation protocols.
Familiarity with Microsoft Power Platform (PowerApps, Power Automate) and Azure DevOps pipelines.
Preferred Qualifications/ Skills
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 careerGain 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.
Lets 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.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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