Work 365 & Dynamics 365 Billing Transformation Manager (12 Month fixed term contract)

INFINITY GROUP; Royal Tunbridge Wells; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Unlimited annual leave

Private healthcare

Life assurance

Company shares

Electric car scheme

Flexible / remote working

Job summary

Infinity Group, a UK-based Microsoft Cloud Solution Partner, is seeking a Service Desk Engineer - 1st Line for a hybrid role in Tunbridge Wells. You will be the first point of contact for customers, logging and triaging tickets, solving straightforward issues, and guiding users to restore productivity quickly.

You’ll work across Microsoft 365, Dynamics 365, Azure, and related services, collaborating with our team in London and Tunbridge Wells to keep customers operating and confident in their

Skills

Customer service

IT support

Microsoft 365

Windows OS

Ticketing systems

Tools

ITIL

Job description

Service Desk Engineer - 1st Line
Hybrid/Tunbridge Wells | Unlimited Holiday | Fix issues fast and keep customers moving.

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
This role exists to keep our customers operational, productive, and confident in their technology.
As the first point of contact, you’re not just logging tickets - you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service.
You’ll triage, fix, and guide - resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.

What you'll be doing:

Transform the billing operation

• Understand how recurring billing currently works across Work 365, Dynamics 365 and Finance, identify where it creates risk or unnecessary manual effort, and lead improvements that make the operation more controlled and scalable.
• Translate business and financial requirements into practical system changes, workflows, controls and automation.

Protect revenue and margin

• Build strong controls around contract setup, pricing, billing frequency, amendments, cancellations, credits and supplier costs.
• Make sure discrepancies are surfaced early and that revenue, cost and margin can be reconciled back to the underlying customer and supplier position.

Make the data trustworthy

• Create reporting that gives the business clear visibility of expected versus billed revenue, supplier costs, margin, credits, cancellations and exceptions.
• Establish clear data ownership and reporting logic so Finance and operational teams can rely on the information they’re using.

Fix root causes, not just exceptions

• Own billing exceptions through to resolution, but look beyond the immediate problem.
• Identify recurring failure points across systems, processes and teams, then put changes in place that prevent them happening again.

Connect teams and systems

• Work across Finance, Commercial, Procurement, Delivery and technical teams to make sure customer agreements and operational changes translate correctly into billing.
• Lead testing and control checks around billing-related system changes and make responsibilities clear across the process.

Keep improving as we grow

• Reduce dependency on manual workarounds and individual knowledge through stronger processes, automation and system controls.
• Track the impact of improvements and maintain a clear view of what needs to change next.

The kind of problems you’ll solve

• A customer is being billed differently from what was agreed commercially.
• Supplier costs have changed but the impact on customer pricing or margin is unclear.
• Revenue, billing or margin reports don’t reconcile back to source transactions.
• Missing or inconsistent contract data is creating billing exceptions downstream.
• Teams are relying on manual checks or spreadsheets because system controls aren’t strong enough.
• A change to a product, licence or contract hasn’t flowed correctly through Work 365 and D365.
• The same billing issues keep recurring because the underlying cause hasn’t been fixed.
• Leaders can see the numbers, but don’t have enough confidence in the data to make decisions from them.

What sets you apart

• You’re naturally sceptical of numbers that don’t reconcile and curious enough to find out why.
• You can move between systems, financial data and operational processes without treating them as separate problems. You understand enough about Dynamics 365, recurring billing and financial controls to challenge how things work, not simply operate the process you inherit.
• You’re comfortable getting into the detail when something isn’t right, but you can also step back, identify the structural problem and improve it.
• Most importantly, you bring people with you. You can challenge unclear ownership, weak controls or inconsistent data without creating unnecessary complexity, and explain technical or financial issues in clear commercial terms.

Your impact:

For the business

• More confidence in recurring revenue, margin and financial reporting, with less leakage, fewer manual workarounds and an operation that can scale more effectively.

For customers

• More accurate and consistent billing, fewer avoidable queries or corrections, and greater confidence that invoices reflect what has actually been agreed and delivered.

For the team

• Clearer ownership, stronger controls and better information across Finance, Commercial, Procurement and Delivery, allowing people to focus on exceptions and improvement rather than repeatedly checking whether the process has worked.

What it's like here:

• Ambitious, but not political
• High standards, but pragmatic
• People who care about doing things properly — not just hitting numbers

You’ll get:

• Real ownership of how sales evolves
• Freedom to change things that don’t work
• A team open to being challenged and developed
• Direct access to leadership and influence over direction

What you get:

• Unlimited annual leave
• Private healthcare, life assurance, company shares
• Electric car scheme
• Flexible / remote working (with access to Tunbridge Wells & Paddington)
• Team and company socials, including Illuminate Awards