Agile_Microsoft -CRM Functional -Manager

AI Business Solutions – Dynamics CRM Functional Manager

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY's strategy by ensuring effective support to EY's growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY's global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

We are seeking a Microsoft Dynamics 365 CRM Functional Manager to lead functional solution design, client engagement, and people development across complex CRM programs. This role blends deep functional expertise across D365 modules with delivery leadership and team management, ensuring high-quality outcomes for enterprise and transformation initiatives.

Key Responsibilities

• Lead functional design and implementation of Microsoft Dynamics 365 CRM solutions across Sales, Customer Service, and Marketing modules.
• Own the analysis, solution design, and validation phases of CRM projects, ensuring alignment with client business objectives.
• Partner with client stakeholders to gather requirements, perform fit-gap analysis, and translate business needs into scalable D365 functional solutions.
• Facilitate and lead application design workshops, solution reviews, and decision-making sessions.
• Provide functional governance across engagements, ensuring designs adhere to platform best practices and business requirements.
• Oversee CRM configuration and customization, including entities, forms, views, dashboards, workflows, and business rules.
• Collaborate with technical teams on integrations, data migration strategies, and overall solution delivery.
• Ensure project documentation is developed, reviewed, and maintained in line with delivery standards.
• Support Agile delivery execution, adapting plans based on changing priorities and program needs.
• Build and promote a strong quality culture across projects and teams.
• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and Attributes for Success

• Deep functional expertise in Microsoft Dynamics 365 CRM with hands-on experience across multiple modules.
• Strong understanding of CRM data models, business processes, and enterprise application delivery.
• Experience leading functional workstreams on large, complex CRM transformation programs.
• Solid understanding of integration and data migration concepts within D365 environments.
• Strong analytical and problem-solving skills with a structured, solution-oriented approach.
• Proven ability to manage senior client stakeholders and communicate complex concepts clearly.
• Experience working in Agile delivery models and distributed onshore–offshore teams.

Preferred Skills

• Functional exposure to Power Platform (Power Apps, Power Automate, Power BI)
• Experience driving functional governance across multi-project or program environments
• Familiarity with continuous integration, deployment processes, and release management
• Experience working across multiple industries or regulated environments

Requirements

• 8+ years of experience in Microsoft Dynamics 365 CRM configuration, customization, and functional delivery.
• Proven experience leading at least one end-to-end D365 CRM implementation with functional ownership.
• Extensive client-facing consulting or enterprise delivery experience.
• Demonstrated people leadership experience, including mentoring, coaching, and capability development.
• Degree in BE / B.Tech / MCA / MBA or equivalent with relevant industry experience.
• Microsoft Dynamics 365 CRM Functional certification is preferred.

What We Offer

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

Accessibility Support

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

About EY

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.