D365 Support Lead

Le Creuset; Andover; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

D365 Certification support

Job summary

Le Creuset is seeking a D365 Support Lead to own the global support model and ensure ERP incidents are resolved quickly and reliably. You will lead a distributed team, coordinate with the CTO and business analysts, and drive continuous improvement across finance, supply chain, and operations.

The role requires deep D365 experience, strong ITSM discipline, and the ability to manage escalations while partnering with regional teams to support ERP rollouts.

Qualifications

• Strong techno-functional D365 experience across configuration and technical layers.
• Experience running or leading ERP application support at scale, ideally D365.
• Solid knowledge of D365 across finance, supply chain, and operations.
• Knowledge of ITSM disciplines and SLA-based service delivery.
• Ability to lead a distributed support team and coordinate with change.

Responsibilities

• Own the global D365 support model, triage incidents, and meet SLAs.
• Lead the global support team and coordinate partner resources.
• Coordinate with CTO for infrastructure, integrations, and environments.
• Support ERP rollouts and consolidations into the global model.
• Maintain knowledge base, runbooks, and drive self-service.

Skills

Techno-functional D365

ERP leadership

ITSM knowledge

Stakeholder communication

Education

Relevant degree or equivalent experience

Tools

D365 extensions

ERP integrations

Job description

Crafting digital excellence behind timeless design.

At Le Creuset, every dish begins with a story - and every story begins with people. Since 1925, we’ve brought generations together around the table, transforming everyday meals into cherished memories. Our legacy is built on colour, craft, and a deep passion for innovation - shaped as much by our iconic products as by the people who bring them to life. We’re not just creating cookware; we’re creating moments that last a lifetime. If you’re inspired by heritage, driven by creativity, and ready to shape the future of the kitchen, we’d love to welcome you into our story.

The Recipe for Success: Role Summary

The D365 Support Lead owns the global support and operational continuity of the Microsoft Dynamics 365 platform, ensuring the ERP solution runs reliably and issues are resolved quickly and to a high standard. Reporting to the Head of ERP Solutions, the role combines hands-on techno-functional D365 expertise — spanning both configuration/functional design and the technical underpinnings — with leadership of the support model. The Support Lead is the escalation owner for ERP incidents and service requests, works closely with the functional solutions lead and business analysts on root-cause and permanent fixes, and partners with the CTO organisation for infrastructure, integration, and environment issues. The role holds the ticket through to resolution rather than bouncing it, and drives continuous improvement so recurring problems are engineered out.

Own the global D365 support model, ensuring incidents and service requests are triaged, prioritised, and resolved within agreed SLAs across all regions.

Act as the techno-functional point of resolution for D365 issues, diagnosing across finance, supply chain, and operations modules as well as the technical layers (configuration, extensions, integrations, batch, and performance).

Serve as the escalation owner for ERP support — holding the ticket through to resolution, coordinating across teams, and keeping the business informed.

Partner with the functional solutions lead and business analysts on root-cause analysis and permanent fixes, feeding recurring issues back into the solution and roadmap.

Work with the CTO organisation on infrastructure, integration, environments, and release management, ensuring support and change are coordinated.

Manage the support service catalogue, knowledge base, and runbooks, driving self-service and commodity support where possible.

Lead, develop, and coordinate the global support team and partner resources, and report on service performance, trends, and improvement actions.

Support ERP rollouts and consolidations by ensuring new regions and solutions are transitioned cleanly into the global support model.

The Perfect Blend:
What We’re Looking For

Strong techno-functional D365 experience, comfortable across both functional configuration/design and the technical layers (extensions, integrations, data, batch, and performance).

Proven experience running or leading ERP application support at scale, ideally Microsoft Dynamics 365, in a multi-region or multi-subsidiary environment.

Sound functional knowledge of D365 across finance, supply chain, and operations, and how the modules and integrations fit together.

Solid grasp of ITSM disciplines — incident, problem, and change management — and of SLA-based service delivery.

Experience working with architecture, integration, and engineering functions to defined standards and coordinating support with change.

Ability to lead a distributed support team and partner resources, and to manage escalations calmly under pressure.

Strong communication and stakeholder skills across business and technical audiences and cultures.

Relevant degree or equivalent experience; D365 or ERP certifications are an advantage.

Why Join Our Table?

At Le Creuset, you will find your seat at our table, which is as colourful as our cookware and rich in history. Our table is grounded in our values: Passion, Integrity, Excellence, Innovation and Teamwork.

Every talent will add flavor. Every idea brings colour. And every day is a chance to create something that lasts. With the passion you bring, you become part of a timeless legacy, one that brings people together around food, stories, and meaningful shared moments.

Diversity and Inclusion Statement

We welcome applications from all qualified candidates, regardless of gender, age, disability, sexual orientation, religion or belief, marital or civil partnership status, race, ethnic or national origin. We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to reach their full potential.