This week’s Candidate Spotlight – 20+ year Leading Managed Services & Customer Success in Microsoft Dynamics 365
🎯 DynamicsFocus Candidate Spotlight
Operations Director | 20+ Years Leading Managed Services & Customer Success in Microsoft Dynamics 365
This week’s spotlight features an Operations Director who transforms underperforming support operations into high-performing, profitable engines of customer retention and organic growth.
By The Numbers:
📊 20+ years leading global support operations
📊 50+ ERP/CRM projects delivered across diverse industries
📊 35+ team members directly managed; 125+ indirectly
📊 $35M P&L responsibility in Managed Services
📊 9.8% YoY organic growth achieved without sales team involvement
Transformational Leadership Results:
✓ SLA Compliance: Improved from <30% to >98.2%
✓ CSAT Scores: Elevated from <55% to >97%
✓ eNPS: Transformed from <3 to >9.7
✓ Service Offering Innovation: Architected packages producing 52% gross margin
✓ Client Retention: Achieved 97% client success and satisfaction rate
Core Expertise:
Managed Services Excellence:
Deep experience leading Application Managed Services (AMS) and Infrastructure Managed Services (IMS) for Microsoft Dynamics 365 (Finance & Operations and Customer Engagement), including Field Service
Automation and custom integrations.
Strategic Operations Management: Expert at reorganizing support operations including go-to-market strategy, client acquisition, retention, governance, pricing structures, KPIs, and accountability frameworks that reduce overhead and increase EBITDA.
Technology Innovation:
Implemented Microsoft Copilot and Agentic AI; architected advanced analytics for real-time customer consumption tracking and automated ticketing systems.
The Operational Advantage:
What distinguishes this candidate is their ability to predict and course-correct before problems impact operations. Their servant leadership approach builds inclusive, high-performing teams while maintaining acute attention to business details.
Platform & Technology Proficiency:
Microsoft Dynamics 365/AX • Azure & Azure DevOps • Power Platform • Power BI • ServiceNow • Salesforce • SAP • Oracle • Epicor • Microsoft Copilot • AI Integration
Key Differentiators:
Architected first-in-market flexible support plans as competitive differentiator
Created Service Delivery Management engagement frameworks
100% turnaround success rate with at-risk accounts
Cross-industry expertise: 20+ sectors including Manufacturing, Healthcare, Financial Services, Distribution
Is your organization seeking an Operations Director who can transform support operations into a strategic competitive advantage while driving measurable profitability?
📩 Let’s connect. I’d be happy to arrange a confidential introduction.
Operations Director | 20+ Years Leading Managed Services & Customer Success in Microsoft Dynamics 365
This week’s spotlight features an Operations Director who transforms underperforming support operations into high-performing, profitable engines of customer retention and organic growth.
By The Numbers:
📊 20+ years leading global support operations
📊 50+ ERP/CRM projects delivered across diverse industries
📊 35+ team members directly managed; 125+ indirectly
📊 $35M P&L responsibility in Managed Services
📊 9.8% YoY organic growth achieved without sales team involvement
Transformational Leadership Results:
✓ SLA Compliance: Improved from <30% to >98.2%
✓ CSAT Scores: Elevated from <55% to >97%
✓ eNPS: Transformed from <3 to >9.7
✓ Service Offering Innovation: Architected packages producing 52% gross margin
✓ Client Retention: Achieved 97% client success and satisfaction rate
Core Expertise:
Managed Services Excellence:
Deep experience leading Application Managed Services (AMS) and Infrastructure Managed Services (IMS) for Microsoft Dynamics 365 (Finance & Operations and Customer Engagement), including Field Service
Automation and custom integrations.
Strategic Operations Management: Expert at reorganizing support operations including go-to-market strategy, client acquisition, retention, governance, pricing structures, KPIs, and accountability frameworks that reduce overhead and increase EBITDA.
Technology Innovation:
Implemented Microsoft Copilot and Agentic AI; architected advanced analytics for real-time customer consumption tracking and automated ticketing systems.
The Operational Advantage:
What distinguishes this candidate is their ability to predict and course-correct before problems impact operations. Their servant leadership approach builds inclusive, high-performing teams while maintaining acute attention to business details.
Platform & Technology Proficiency:
Microsoft Dynamics 365/AX • Azure & Azure DevOps • Power Platform • Power BI • ServiceNow • Salesforce • SAP • Oracle • Epicor • Microsoft Copilot • AI Integration
Key Differentiators:
Architected first-in-market flexible support plans as competitive differentiator
Created Service Delivery Management engagement frameworks
100% turnaround success rate with at-risk accounts
Cross-industry expertise: 20+ sectors including Manufacturing, Healthcare, Financial Services, Distribution
Is your organization seeking an Operations Director who can transform support operations into a strategic competitive advantage while driving measurable profitability?
📩 Let’s connect. I’d be happy to arrange a confidential introduction.