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Open nowPosted 16 hours ago

D365 Project Manager, Managed Services

MCA Connect17 open roles

Pay
$105,000 – $160,000 a year
Where
Remote
Work mode
Remote
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Your applicationOpen nowD365 Project Manager, Managed ServicesMCA Connect · Remote

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. MCA Connect postings stay open a median of 10 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.6%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.0%30 days
This job: posted 16 hours ago

MCA Connect median: 10 days open

The posting

Location Virtual, home based office with travel

Description

The MCA Connect Project Manager in this role carries a blended portfolio. You will manage day to day support for live Dynamics 365 clients under Managed Services (MgS), manage the discrete enhancement and new functionality work those same clients buy, and direct one or more full life-cycle Dynamics 365 implementations from diagnosis through go-live and transition into support.

These three types of work are genuinely different disciplines.

  • MgS live support is a queue to be managed against service commitments.
  • New functionality and enhancement work is a series of small, fixed-scope projects that must be estimated, scheduled and billed without disturbing the support commitment.
  • A full life-cycle implementation is a large, multi-phase program with its own team, budget and executive visibility.

The person in this role must be able to manage all three at once, switch cleanly between them, and protect each from the others.

You will be supported by a strong delivery team of solution architects, functional and technical consultants, and developers, but you will need a strong background in project management and business process optimization, and either a solid working knowledge of the Microsoft Dynamics 365 platform or the capacity to build one quickly. Our projects are strategic investments for our clients. Their successful execution and their ongoing support both require a project manager who is driven, proactive, creative, assertive and relationship oriented.

While your primary function is project management, from time to time you may also be asked to assist with other functions including sales and marketing, implementation-related tasks, and general administration.

Responsibilities

  • Manage multiple concurrent client engagements, and own deliverables, scope and expectations on each of them.
  • Provide leadership to all functional and business areas affected by the work.
  • Develop and maintain project plans, cost estimates, resource plans, communication plans, risk mitigation plans and issue resolution plans.
  • Drive project decisions and make recommendations to management about schedules, prioritization and resource allocation.
  • Work with MCA Connect resource management to secure resources, and resolve the challenges between support needs, enhancement commitments and other milestones.
  • Employ project management leading practices as provided by PMI and MCA Connect delivery standards.
  • Drive client satisfaction across the portfolio and own the health relationship of every account you carry.
  • Own the service relationship for each assigned live client and act as their main point of accountability.
  • Manage the client’s service desk tickets: triage, prioritization, assignment, aging, escalation and closure.
  • Balance case load across the available consultant pool and keep the queue from concentrating on one person.
  • Run regular service reviews covering ticket volumes and trends, consumption against the retainer or hours block, open risks and the forward plan.
  • Manage environment optimization and management activities, including release and update readiness for Microsoft's service update cadence, environment refreshes and performance reviews.
  • Monitor consumption against contract in period and flag over-consumption and under-consumption early.
  • Drive the conversation about overage, carry-over or contract change before the period closes.
  • Convert recurring incidents and chronic pain points into problem records, root cause work or scoped enhancement proposals.
  • Maintain accurate case records, time capture and status in Symphony so reporting, invoicing and utilization figures reconcile without manual correction.
  • Receive projects transitioning in from the implementation team and confirm documentation, environments, known issues and open items all transferred.
  • Qualify incoming requests, distinguish enhancements from support incidents, and route each to the right resources.
  • Coordinate estimation with solution architects and consultants, and produce the scope, effort, schedule and price the client will approve.
  • Secure written client approval of scope, cost and schedule before work begins.
  • Schedule enhancement work packages against the same resource pool that carries the support queue, and protect the support commitment when the two compete.
  • Manage each enhancement through design confirmation, build, test, client acceptance, deployment and post-deployment care.
  • Coordinate deployment windows, regression testing and release notes with the client.
  • Confirm enhancement releases align with Microsoft platform updates.
  • Confirm each enhancement is documented and handed into the support model at completion.
  • Direct the implementation across all phases: Diagnosis, Analysis, Design, Development, Deployment and Operation and various Business Process Areas.
  • Own the integrated project plan, the critical path, and the milestone and deliverable schedule.
  • Manage scope formally through change control, including the financial and schedule consequence of every approved change.
  • Coordinate the client-side workstreams the project which depends on: business process decisions, data readiness and cleansing, integration counterparties, testing resource, training and organizational change.
  • Drive go-live planning and cutover activities, including cutover rehearsal, go and no-go criteria, contingency and rollback, and hypercare staffing.
  • Produce the executive-level for client Steering Committee meetings.
  • Transition the completed implementation into MgS with the support model, documentation, environment inventory, open defect list and knowledge transfer all in place.

Qualifications

  • 4 or more years of experience directly managing software implementation deployments. Microsoft Dynamics 365 Finance and Operations (ERP) or Customer Engagement (CRM) is a strong plus.
  • Demonstrated experience managing both project-based delivery and ongoing support or managed services delivery, ideally at the same time.
  • Experience with IT implementation methodologies across all phases of Diagnosis, Analysis, Design, Development, Deployment and Operation.
  • Understanding industry standard Business Process Areas is a plus.
  • Demonstrated ability to manage competing priorities across multiple concurrent clients.
  • Good planning, organizational and problem-solving skills.
  • Strong business acumen, including comfort with budgets, forecasts, and contract terms.
  • Ability to work closely with key business stakeholders to communicate progress and vision.
  • Excellent verbal and written communication skills.
  • Ability to allocate the correct resources to each project phase and monitor their performance.
  • Strong leadership, teambuilding and motivational skills.
  • Bachelor's degree or equivalent combination of education and experience.
  • Ability to travel up to 50 percent of the time.

Desired Qualifications

  • One or more full life-cycle Microsoft Dynamics implementations delivered end to end.
  • Experience with the wider Microsoft platform of technologies.
  • ERP implementation lead experience in the manufacturing industry.
  • Experience with service management practice, including ITIL-aligned incident, problem and change management.
  • PMI certification.
  • Microsoft certification on the Dynamics 365 platform.
  • Mastery of industry-standard project management tools.
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