Senior Service Delivery Lead for Dynamics 365 (Enterprise)

Fusion5; Wellington; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working arrangements

Birthday leave

Volunteer days

Team and company events

Growth opportunities

Job summary

Fusion5 is seeking an experienced Service Delivery Manager to own the service delivery for a portfolio of enterprise customers running Microsoft Dynamics 365. The role focuses on operational excellence, senior-level relationships, and sustainable commercial outcomes in a dynamic, Microsoft-focused environment.

You will collaborate with Account Managers, Microsoft pillar teams, and delivery resources to coordinate BAU support, work orders, and projects, while improving processes, reporting, and

Qualifications

• Experience with Microsoft Dynamics 365 solutions, gained within a Microsoft partner or enterprise Microsoft environment (essential).
• Dynamics 365 Finance & Operations experience (highly regarded). Business Central or other Microsoft ERP experience also valued.
• Proven experience managing service delivery across multiple enterprise customer engagements.
• Experience in a managed services or support environment within professional services or technology delivery.
• Solid project management experience, including ownership of project costs, budgets, and change control.
• Strong commercial acumen, including contracts, SOWs, risk allocation, and delivery margins.
• Experience working with SLAs, KPIs, service reporting, and licence or renewals management.
• Excellent communication skills, with the ability to engage stakeholders at every level, technical and non-technical.
• A calm, structured approach to prioritisation, escalation, and decision-making.
• A tertiary qualification in business, technology, or a related field (preferred).
• PRINCE2, PMP, ITIL, or similar certifications (highly regarded).

Responsibilities

• Own service delivery for your enterprise customer portfolio, including BAU support, escalations, and work orders.
• Be the go-to contact for customers after implementation, building trusted, long-term relationships at senior levels.
• Run regular service reviews, support meetings, and onsite visits, with clear agendas, reporting, and follow-through.
• Drive account plans in partnership with Account Managers, and raise relationship risks early.
• Manage Priority 1 incidents through to resolution, including outside business hours, and ensure SLAs are met.
• Oversee projects and work orders end to end, including scope, budget, resourcing, risk, and timelines.
• Provide programme management and strategic input for key customers.
• Make sure delivery follows Fusion5's project management frameworks and governance standards.
• Oversee PartnerPlus agreements, reporting, invoicing, overrun hours, and value realisation.
• Manage licence compliance and annual maintenance renewals across Microsoft and Fusion5 solutions.
• Ensure Work Orders, Change Requests, and Statements of Work are signed off before work starts.
• Contribute to revenue growth through change requests, additional software, PartnerPlus, and Cloud5 opportunities.

Skills

Microsoft Dynamics 365

Dynamics 365 Finance & Operations

Project management

Contract & SOW understanding

Stakeholder engagement

Communication skills

Structured prioritisation

Education

Tertiary qualification in business or technology

Job description

Fusion5 is seeking an experienced Service Delivery Manager to own the service delivery for a portfolio of enterprise customers running Microsoft Dynamics 365. The role focuses on operational excellence, senior-level relationships, and sustainable commercial outcomes in a dynamic, Microsoft-focused environment.

You will collaborate with Account Managers, Microsoft pillar teams, and delivery resources to coordinate BAU support, work orders, and projects, while improving processes, reporting, and