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About the role
Key responsibilities & impact- Lead the end-to-end delivery of transformation programs using Microsoft Dynamics 365 CRM, Customer Service, and Contact Center.
- Manage parallel rollouts across multiple countries, coordinating schedules, resources, dependencies, risks, and priorities.
- Establish and maintain global delivery governance across different regions and workstreams.
- Lead globally distributed, cross-functional teams, including Dynamics 365, Contact Center, Integrations, Data, Testing, Change Management, and Infrastructure teams.
- Manage scope, roadmap, budget, quality, risks, dependencies, and delivery performance.
- Serve as the primary interface between clients, business stakeholders, technical teams, and executive leadership.
- Coordinate the implementation of global Dynamics 365 templates while accounting for country-specific requirements and localizations.
- Lead deployment readiness, cutover, go-live, stabilization, and transition-to-support activities.
- Identify delivery risks and drive mitigation and recovery plans.
- Lead executive governance meetings, communicating status, risks, dependencies, decisions, and action plans.
- Promote standardization, continuous improvement, and the reuse of solutions and delivery accelerators.
- Ensure alignment among global, regional, and local teams throughout the program lifecycle.
Requirements
What you’ll need- Advanced English proficiency for working on international projects and interacting with global stakeholders.
- Advanced Spanish proficiency for working on international projects and interacting with global stakeholders.
- Strong experience as a Delivery Lead, Program Manager, or Senior Project Manager on Microsoft Dynamics 365 projects.
- Proven experience leading implementation and transformation programs involving Microsoft Dynamics 365 CRM / Customer Engagement.
- Extensive experience with Dynamics 365 Customer Service and Contact Center solutions.
- Experience with global and multi-country Dynamics 365 rollouts, including multiple deployments executed simultaneously.
- Knowledge of CRM, Customer Service, Contact Center, Omnichannel, telephony, and digital customer experience processes.
- Experience leading large, geographically distributed, and multicultural teams.
- Experience managing dependencies involving technology, business processes, integrations, data, testing, and Change Management.
- Strong experience in program governance, risk management, dependency management, and stakeholder management.
- Ability to manage multiple workstreams, countries, and priorities simultaneously.
- Leadership profile, strategic vision, and excellent communication skills with clients and executives.
- Preferred qualifications: experience with Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center; knowledge of Microsoft Power Platform and integrations with the Dynamics 365 ecosystem; experience with Microsoft Teams Phone, IVR, telephony, or other Contact Center platforms; experience with global template and localization strategies; experience in large-scale transformation programs involving multiple countries, regions, or business units; experience with Change Management in global Dynamics 365 implementations; Microsoft certifications related to Dynamics 365 and Power Platform; certifications in Project Management, Program Management, Agile, or Delivery Management.
Benefits
Comp & perks- Meal or food allowance
- Multi-benefit card (up to Senior Consultant level)
- Medical and dental insurance
- Certifications and training
- Life insurance
- Private pension plan
- Avababy: pregnancy support and a kit for new parents
- Company profit-sharing
- Wellhub
- Childcare allowance
- Career mentoring
- Birthday Off policy (one day off during your birthday month)
- Wellness sessions
- For management positions: company vehicle, parking, and fuel allowance