Dynamics 365 CRM/CCM Lead (Contract)

About the Role

We are seeking an experienced Dynamics 365 CRM/CCM Lead to join a high-performing Commercial Systems team. Reporting to the Value Stream Manager, Commercial Systems, this role will act as the key liaison between business stakeholders and the external delivery partner, ensuring the successful operation, enhancement, and continuous improvement of the Dynamics 365 platform.

This is a business-facing, techno-functional role with a stronger emphasis on business capability, product ownership, stakeholder engagement, and vendor management rather than hands-on development. The successful candidate will oversee the Dynamics 365 Sales platform, drive roadmap and backlog prioritisation, and ensure solutions deliver strong business value.

Initially, the role will support the completion and transition of a major Dynamics 365 uplift project before moving into ongoing BAU ownership and continuous improvement activities.

Key Responsibilities

• Act as the primary relationship manager between business stakeholders and the external delivery partner (Capgemini).
• Own and manage the Dynamics 365 Sales platform from a business and functional perspective.
• Drive product roadmap development, prioritisation, and continuous improvement initiatives.
• Manage and maintain the product backlog, user stories, sprint planning, and release activities.
• Facilitate governance forums with business stakeholders and guide prioritisation decisions.
• Review and challenge vendor-proposed solutions, estimates, and technical approaches.
• Support transition of project deliverables into BAU operations, including validation of documentation and outstanding backlog items.
• Oversee Application Lifecycle Management (ALM) processes.
• Manage incidents, problems, changes, releases, and service requests through established ITSM processes.
• Monitor vendor performance, SLA compliance, and service delivery outcomes.
• Ensure compliance with security, audit, regulatory, and risk management requirements.
• Coordinate weekly releases and support bi-annual major platform releases.
• Identify opportunities to improve application performance, user experience, and business processes.
• Support and enhance existing test automation capabilities where required.

Skills & Experience

Essential

• Extensive experience with Microsoft Dynamics 365, particularly the Sales module.
• Strong techno-functional understanding of Dynamics 365 configuration, customisation, data structures, and business processes.
• Experience working in a Product Owner, CRM Lead, Application Manager, Platform Lead, or similar role.
• Demonstrated experience managing third-party vendors and delivery partners.
• Strong stakeholder engagement and relationship management skills.
• Experience managing product roadmaps, backlogs, sprint planning, and Agile delivery practices.
• Knowledge of Application Lifecycle Management, release management, incident management, and problem management processes.
• Experience with ServiceNow or comparable ITSM platforms.
• Ability to work independently, solve problems, and operate effectively in an evolving environment.

Desirable

• Experience with Power Platform, Dataverse, and SharePoint.
• Exposure to test automation frameworks and automation pipelines.
• Knowledge of governance, compliance, audit, and security requirements in enterprise environments.
• Experience transitioning applications from project delivery into BAU support.

Personal Attributes

• Commercially minded with a strong business focus.
• Proactive and outcomes-driven.
• Comfortable working with ambiguity and incomplete documentation.
• Strong influencing and negotiation skills.
• Ability to challenge requirements and vendor recommendations constructively.
• Hands-on approach with a strong sense of ownership and accountability.
• Excellent communication and stakeholder management skills.

Contract Details

• Contract Type: 6-month rolling contract
• Team: Commercial Systems / BAU Technology
• Industry: Enterprise Technology & Business Systems
• Potential for Extension: Yes, based on ongoing platform expansion and business demand.

Keywords: Dynamics 365, Dynamics CRM, Dynamics 365 Sales, CRM Lead, Product Owner, Power Platform, Dataverse, SharePoint, ServiceNow, Vendor Management, Agile, Scrum, ALM, Release Management, Stakeholder Management, Continuous Improvement, Application Support.