Microsoft -CRM Technical -Manager

AI Business Solutions – Dynamics CRM Technical Manager Specialized

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 looking for a Microsoft Dynamics 365 CRM Manager to lead large‑scale CRM and Power Platform initiatives, drive technical excellence, and manage high‑performing delivery teams. This role combines strategic oversight, architecture leadership, and people management to deliver scalable, high‑quality solutions that enable business transformation.

Key Responsibilities

• Lead the technical design, architecture, and implementation of Microsoft Dynamics 365 CRM solutions, ensuring alignment with business objectives and industry best practices.
• Own end‑to‑end delivery across D365 modules such as Sales, Customer Service, Marketing, and Field Service, with accountability for quality and outcomes.
• Manage and mentor a team of developers, leads, and technical consultants, providing direction, performance feedback, and career development support.
• Collaborate closely with functional consultants, architects, and business stakeholders to translate complex business requirements into robust technical solutions.
• Oversee development of custom plugins, workflows, integrations, and extensions using C#, JavaScript, Dynamics 365 SDK, and Power Platform technologies.
• Establish and enforce development standards through code reviews, design governance, testing strategies, and solution validation.
• Drive solution scalability, security, and performance by overseeing system architecture, integration patterns, and optimization efforts.
• Manage project timelines, budgets, scope, and resource utilization to ensure on‑time and within‑budget delivery.
• Develop and maintain technical documentation including architecture diagrams, integration designs, and deployment standards.
• Act as a senior technical advisor to stakeholders, clearly articulating risks, trade‑offs, and recommendations.
• Make decisions, optimize processes, manage resources, and oversee team management as needed for task execution.
• Allocate personnel, supervise team members, assign tasks, ensure the team has necessary tools and support, and optimize and evaluate their performance to meet organizational goals.

Required Skills and Attributes

• Strong leadership experience managing technical teams in Dynamics 365 and Power Platform delivery environments.
• Deep expertise in Microsoft Dynamics 365 CRM customization, extensibility, and solution architecture.
• Solid hands‑on understanding of C#, JavaScript, HTML, CSS, and integration patterns (Azure and Power Platform).
• Proven experience delivering complex, enterprise‑scale CRM implementations.
• Strong grasp of Agile delivery models, estimation, planning, and governance.
• Excellent stakeholder management, communication, and executive‑level presentation skills.
• Strategic mindset with strong problem‑solving, decision‑making, and prioritization capabilities.
• Developed and customized AI Copilots and agents using Copilot Studio, Power Platform, and Dynamics 365 CRM, integrating workflows, Dataverse, and APIs to support intelligent automation and conversational experiences.

Preferred Skills and Experience

• Power Pages
• Canvas Apps and Model-Driven Apps (Code Apps)
• PCF (PowerApps Component Framework) Controls
• Integrations using Azure Functions, Azure Logic Apps, and Azure Service Bus
• Data Migration using SSIS (KingswaySoft) and Azure Data Factory
• Copilot Studio
• Dynamics 365 Project Operations
• Dynamics 365 Field Service
• Dynamics 365 Contact Center

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7+ years of experience in Microsoft Dynamics 365 CRM development and implementation, with at least 1 year in a managerial or leadership role.
• Strong understanding of CRM data models, security, compliance, and enterprise integration patterns.
• Experience managing budgets, delivery risk, and resource planning for complex programs.
• Microsoft Dynamics 365 and/or Power Platform certifications are preferred.
• Demonstrated ability to build, lead, and retain high‑performing technical teams.

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

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.