Microsoft Dynamics 365 Support Delivery Manager (Retail & Commerce)

About the role

DXC Technology is looking for an experienced Microsoft Dynamics 365 Support Delivery Manager to lead Application Management Services (AMS) and support operations for enterprise retail and omnichannel commerce clients. The role governs ITIL-based service management and business continuity for store operations, optimizes system transitions and keeps technology support aligned with retail business goals. It is an offshore-based position supporting DXC's UAE customers, with regular travel to the UAE.

Key responsibilities

• Lead end-to-end delivery of D365 ERP and CRM projects (Finance, Supply Chain, Customer Engagement) through initiation, planning, design, build, test, deployment and hyper care.
• Apply hybrid delivery combining PMP governance with Agile/Scrum practices, and coordinate functional consultants, technical teams, data migration, integration and testing teams.
• Manage scope, change requests, contractual deliverables, project financials and risks; drive governance, status reporting and executive updates.
• Ensure quality, drive post-go-live stabilization and transition to support/AMS teams, and oversee service transitions including knowledge transfer and shadowing.
• Lead support delivery for D365 Retail and Commerce, including HQ, CSU, MPOS/CPOS and e-commerce modules, and direct critical incident resolution (P1 escalations for POS downtime, data overflows).
• Run large-scale data correction and reconciliation, enforce ALM protocols for release schedules without disrupting trading hours, and monitor SLAs, KPIs and risk registers.
• Coordinate offshore support teams, set daily sync agendas and shift rosters, and travel regularly to UAE customer sites for service reviews and stakeholder engagement.

Required profile

• 8+ years of IT service delivery experience, with at least 5+ years managing support/AMS engagements for D365 Retail or Commerce.
• Deep hands-on management experience with D365 Commerce architecture (HQ configuration, channel management, payment gateways, loyalty programs).
• Proven experience with D365 ERP (Finance/Supply Chain) and/or CRM (CE), and large-scale multi-country or multi-entity implementations.
• Strong commercial acumen, stakeholder management and willingness to travel regularly to the UAE (valid passport and eligibility for UAE business visas).

Required skills

• ITIL v4 Foundation or higher strongly preferred; PMP or Scrum Master certification a strong plus.
• Azure DevOps or Freshworks for ticketing, and integration troubleshooting between D365 and warehouse/logistics systems.
• Nice to have: Power Platform, Copilot, Azure Integration Services, APIs, and experience in retail, banking, healthcare or manufacturing.