The posting
We are looking for a Senior Managed Services Lead to lead the delivery of Business Applications support, implementations, and software releases while ensuring exceptional client service and operational excellence. This role serves as the primary liaison between clients, consultants, developers, and internal stakeholders, coordinating project delivery, release management, service operations, and continuous improvement initiatives and Microsoft Upgrades.
Who Are We?
Decision Inc. is a leader in enabling its clients to make better decisions, faster. The Company’s foundation is built in technology; however, what makes us unique is our understanding of effective decision making.
We represent the following leading global technology brands and are experts in the implementation, support and execution of these technologies: Microsoft Dynamics 365 ERP and CRM platforms
What Will You Do?
Client Relationship Management
- Serve as the primary point of contact for clients.
- Build and maintain strong long-term client relationships.
- Manage client expectations through proactive communication.
- Resolve escalated client issues professionally and efficiently.
- Conduct regular service review meetings and provide project updates.
Service Delivery Management
- Lead the delivery of Business Applications support and implementation services.
- Monitor support requests to ensure SLA compliance.
- Coordinate consultants, developers, and functional teams to ensure timely delivery.
- Identify improvement opportunities.
- Monitor support utilisation and consultant workloads.
- Coordinate support, upgrades, deployments, and change requests.
- Facilitate internal meetings, client workshops, and status meetings.
- Support User Acceptance Testing (UAT), production deployments, and post-go-live activities.
- Ensure project documentation remains accurate and complete.
Azure DevOps
- Coordinate work items, sprint planning, backlog management, and releases using Azure DevOps.
- Monitor progress across consulting and development teams.
- Work closely with client and consultants to prioritise work.
Incident & Risk Management
- Manage high-priority (P1/P2) incidents through to resolution.
- Coordinate communication between clients, Microsoft and internal teams during critical incidents.
- Track issues and dependencies across multiple clients.
Release & Deployment Management
- Plan, coordinate, and manage end-to-end release cycles across Development, Test, UAT, and Production environments.
- Coordinate deployments with technical and functional teams.
- Validate deployment readiness before releases.
- Ensure releases are delivered with minimal disruption to business operations.
- Manage production releases, hotfixes, and emergency deployments.
Internal Operations & Commercial Management
- Review consultant timesheets to ensure accuracy, completeness, and timely submission.
- Drive consultant utilisation and proactively manage resource allocation to maximise billable capacity.
- Identify opportunities for service expansion, change requests and additional revenue generation in collaboration with clients and delivery teams.
- Identify change requests and additional billable work.
- Monitor and Reconcile SLA budgets and support hours.
- Coordinate client invoicing by ensuring billable work is accurately captured and approved.
- Ensure documentation and governance standards are maintained.
- Support revenue forecasting by providing accurate delivery and resource information.
- Balance resource allocation across multiple clients.
- Contribute to consultant pipelining and resource planning across multiple client engagements.
- Lead, coach, and develop Managed Services team members to build a high-performing and engaged team
- Conduct performance reviews, development discussions, and coaching sessions.
- Support recruitment, onboarding, succession planning, and talent development initiatives.
- Promote employee engagement and support initiatives that improve retention and team satisfaction.
Who Do You Need To Be?
- Relevant Degree or Diploma in Business, Commerce, Information Technology, or a related field.
- 6-8+ years' experience in a consulting or Managed Services environment
- Demonstrated experience managing Microsoft Dynamics 365 Business Applications support and implementation engagements.
- Extensive experience with Azure DevOps, release management and deployment processes.
- Strong commercial acumen, including budgeting, forecasting and utilisation management.
- Excellent client relationship and stakeholder management skills.
- Strong project planning and organisational abilities.
- Excellent communication, presentation, and negotiation skills.
- Experience managing invoicing and resource planning.
- Strong analytical and problem-solving skills.
- Ability to manage multiple competing priorities in a fast-paced environment.
