Dynamics 365 Support Manager

Job Overview

As Dynamics Support Manager, you will lead the live service health, change control and audit readiness of ASOS’s Finance Technology estate, with Microsoft Dynamics 365 Finance & Operations as the primary platform. Your role includes supporting the wider portfolio of Finance systems such as SAP Concur and related applications while maintaining high reliability, security and continuous improvement.

Key Responsibilities

Service Operations & 24/7 Support Leadership

• Own end‑to‑end support across the Finance Technology estate, prioritising D365 F&O and ancillary systems.
• Lead L1 triage and L2 resolution with clear escalation to L3 engineering and vendor support.
• Operate a 24/7 support model across internal staff and offshore partners.
• Accountable for production service performance, including availability, resilience, recoverability, and incident response.
• Lead incident and problem management, ensuring root cause resolution and traceable improvement.
• Maintain operational readiness for peak trading, financial close, and audit periods.

Change Control & Release Management

• Own the release cadence and change control process for all D365 F&O changes.
• Chair change advisory activity, balancing delivery momentum with platform stability and risk.
• Plan and deliver patching, upgrades, and vendor releases with testing, rollback plans and stakeholder communication.
• Maintain consistent governance and consistency across in‑house and offshore teams.
• Ensure every change is traceable end‑to‑end, covering request, approval, test evidence, deployment and post‑implementation review.

Audit, Risk & ITGC Compliance

• Accountable for ITGC compliance across the Dynamics estate, covering access management, change management, computer operations and segregation of duties.
• Drive continuous improvement of IT controls and evidence quality for internal and external audit.
• Partner with Internal Audit, Risk, Security and Finance to maintain strong controls and resilience.
• Embed audit readiness into working practices, owning evidence cadence and remediation.
• Manage technology risks within the Dynamics support remit and instil a strong controls mindset.

People Leadership

• Line‑manage a blended team of internal specialists and offshore partners across multiple time zones.
• Set clear expectations, provide feedback and invest in career growth for in‑house colleagues.
• Manage offshore partner performance against agreed scope, SLAs and quality standards.
• Oversee recruitment, onboarding, performance management and retention within the support team.
• Build an inclusive, accountable, service‑focused team culture.

Vendor & Commercial Management

• Manage the offshore support partner relationship, including contracts, scope, performance and renewals.
• Maintain understanding of Microsoft Dynamics roadmaps and influence outcomes in line with Finance Technology strategy.
• Improve cost transparency and measurable service outcomes across the support function.

Stakeholder Management

• Build constructive relationships with Finance, Technology and the wider business, continuously managing expectations.
• Translate technical issues into clear business impact, options and recommendations.
• Communicate progress, risks and incidents clearly and proportionately.

Continuous Improvement

• Identify and deliver improvements to support tooling, automation, knowledge management and runbooks.
• Use service data and trends to prioritise improvement work and demonstrate impact.
• Promote a culture of learning from incidents and sharing knowledge across the team.

Qualifications

Experience & Expertise

• Proven experience leading Microsoft Dynamics 365 F&O support teams with blended onshore and offshore models.
• Strong working knowledge of ITIL service management disciplines.
• Experience owning ITGC compliance and partnering with auditors on access and operations controls.
• Experience operating a 24/7 support model with clear SLAs and escalation frameworks.
• Familiarity with adjacent Finance systems such as SAP Concur or comparable expense and AP platforms.
• Working knowledge of D365 F&O ALM, Azure DevOps and the wider Microsoft Azure ecosystem is desirable.

Leadership & Collaboration

• Strong people leadership across mixed internal and third‑party teams.
• Confident communicator with senior Finance and Technology stakeholders.
• Experience managing third‑party offshore vendors against contract scope, performance and quality.
• Comfortable acting as an escalation point for complex support and operational issues.

Operational Excellence & Controls

• Deep understanding of service operations, incident management and resilience.
• Strong security and controls mindset, working closely with Audit and Risk teams.
• Experience embedding governance and change control without slowing delivery.
• Calm under pressure with a strong sense of ownership during incidents and audit windows.

Benefits

• Employee discount.
• Employee sample sales.
• 25 days paid annual leave plus an extra celebration day for a special moment.
• Discretionary bonus scheme.
• Private medical care scheme.
• Flexible benefits allowance – choose to take as extra cash or use towards other benefits.
• Opportunity for personalised learning and in‑the‑moment experiences that enable you to thrive and excel in your role.

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