Dynamics 365 Support Manager

9 Dots Consulting Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A consulting firm in Kuala Lumpur is seeking a proactive Support Manager to oversee operations for Microsoft Dynamics 365 Finance & Operations. This role involves leading the support team, managing client relationships, and ensuring high-quality service delivery. The ideal candidate will have a degree in Business or IT, 5+ years of relevant experience, and strong problem-solving and communication skills. Competitive salary, bonuses, and generous leave policy are offered alongside a supportive working environment.

Benefits

Competitive salary

Performance-based bonuses

Minimum 18 days of annual leave

Flexible working hours

Company-sponsored trips

Qualifications

• 5+ years of experience in consulting, helpdesk, or project management.
• Strong understanding of Microsoft Dynamics 365 Finance & Operations or similar ERP.
• Proven experience managing a team and client relationships.

Responsibilities

• Lead and manage the Dynamics 365 support team.
• Oversee daily support operations, including ticket assignment.
• Maintain high levels of customer satisfaction through proactive communication.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Client relationship management

Education

Bachelor’s or Master’s degree in Business, IT, Project Management, Finance or a related field

Tools

Microsoft Dynamics 365 Finance & Operations

Job description

We are seeking a proactive and experienced Support Manager to lead our support operations for Microsoft Dynamics 365 Finance & Operations (D365 FO). This role is critical in ensuring high-quality service delivery, managing support consultants, and maintaining strong client relationships.

The Support Manager will oversee ticket resolution, drive continuous improvement, and ensure alignment between client expectations and service capabilities. This position requires strong leadership, deep functional knowledge of D365 FO, and excellent communication skills.

Key Responsibilities

• Lead and manage the Dynamics 365 support team, ensuring timely and effective resolution of client issues.
• Oversee daily support operations, including ticket assignment, prioritization, and escalation.
• Maintain high levels of customer satisfaction through proactive communication and service excellence.
• Collaborate with internal teams (consulting, development, sales) to ensure seamless support delivery.
• Monitor performance metrics and implement improvements to enhance support efficiency and quality.
• Provide guidance and mentorship to support consultants, fostering skill development and knowledge sharing.
• Participate in client meetings to understand evolving needs and align support strategies accordingly.
• Ensure compliance with SLAs and contractual obligations.
• Contribute to resource planning and recruitment for the support team.

Requirements

• Bachelor’s or Master’s degree in Business, IT, Project Management, Finance or a related field.
• Minimum 5 years of experience in consulting or helpdesk or project management in a leading role, preferably in ERP or SaaS environments.
• Strong understanding of Microsoft Dynamics 365 Finance & Operations or similar ERP.
• Proven experience managing a team and client relationships.
• Excellent problem-solving, organizational, and communication skills.
• Ability to work independently and manage multiple priorities.
• Fluent in English (written and spoken).
• Willingness to work in South East Asia timezone and travel when required.

Competitive salary and performance-based bonuses.

Allowances and company-sponsored trips.

Minimum 18 days of annual leave.

5-day work week with flexible working hours.

Supportive and collaborative work environment.