Senior Microsoft Dynamics 365 CRM Professional

Be | Shaping the Future Poland; Poland; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Multisport card

Free gym at Q22

Mindgram access

Job summary

Be | Shaping the Future Poland seeks a Senior Microsoft Dynamics 365 CRM Professional to lead a client-facing delivery for a Swiss insurance client. You will coordinate across Zurich stakeholders and an offshore India team, ensuring stable operation and continuous improvement of the D365 CRM platform.

You will own service delivery, manage incidents, and drive governance, reporting, and knowledge transfer to the offshore team. EU-based mobility is required.

Qualifications

• 10+ years in IT with MS Dynamics CRM/D365 experience.
• 7+ years hands-on Dynamics CRM / D365 Customer Engagement.
• Proven client-facing leadership coordinating distributed/offshore teams.

Responsibilities

• Act as primary interface between Zurich stakeholders and offshore team in India.
• Lead client discussions, service reviews and governance meetings.
• Coordinate application changes and release planning for the D365 CRM platform.
• Ensure high-quality delivery of enhancements, fixes and incidents.
• Provide guidance to development and support teams.

Skills

Microsoft Dynamics 365 CRM

Dynamics 365 Customer Service

Power Apps

Power Automate

C# / .NET

Plugins

APIs & Integrations

Dataverse

Client-facing leadership

Offshore delivery coordination

Tools

None

Job description

Be | Shaping the Future Poland has a proven position of being a reliable partner for financial services organisations to analyse complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customising our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.

We are looking for a Senior Microsoft Dynamics 365 CRM Professional to support a leading insurance client in Switzerland. This is a client-facing leadership role combining Dynamics 365 expertise, application ownership, stakeholder management, and offshore delivery coordination.

The successful candidate will act as the primary bridge between business stakeholders in Zurich and the offshore development team in India, ensuring the stable operation, continuous improvement, and successful delivery of a business-critical Microsoft Dynamics 365 CRM platform.

Key Responsibilities

Client & Offshore Coordination

• Act as the primary interface between stakeholders in Zurich and the offshore development team in India.
• Facilitate communication, align priorities, and ensure smooth collaboration across distributed teams.
• Lead client discussions, service reviews, and operational governance meetings.
• Coordinate day-to-day application development and change activities for the Microsoft Dynamics 365 CRM platform.
• Ensure timely and high-quality delivery of enhancements, fixes, and releases.
• Provide guidance and oversight to development and support teams.

Service Ownership

• Manage incidents, problems, service requests, and minor enhancements in line with agreed SLAs and business priorities.
• Monitor service quality and drive continuous service improvement initiatives.

Incident & Problem Management

• Coordinate the resolution of critical incidents and production issues.
• Conduct root-cause analyses and define corrective and preventive actions.
• Manage escalations and communicate effectively with stakeholders.

Delivery Coordination

• Translate business requirements into clear and actionable tasks for offshore teams.
• Review effort estimates, technical solutions, testing activities, and release plans.
• Ensure alignment between business expectations and delivery outcomes.

Governance & Reporting

• Provide regular updates on service performance, risks, dependencies, and improvement initiatives.
• Track KPIs, SLA compliance, and operational metrics.
• Support governance processes and continuous improvement activities.

Team Enablement

• Maintain support and operational documentation.
• Facilitate knowledge transfer activities.
• Mentor and support offshore team members to ensure consistent delivery quality.

Required Qualifications

Professional Experience

• 10+ years of overall IT experience.
• At least 7 years of hands‑on experience with Microsoft Dynamics CRM / Dynamics 365 Customer Engagement.
• Proven experience in a client‑facing lead role, coordinating distributed and offshore teams.

Microsoft Dynamics 365 Expertise

Strong experience with:

• Dynamics 365 Customer Service
• Case Management
• Microsoft Dataverse
• Power Apps
• Power Automate

Configuration & Development

Hands‑on experience with:

• Workflows
• Business Rules
• Security Roles
• Data Management
• C# / .NET
• Plugins
• APIs and integrations

Integration & Support

• Experience integrating Dynamics 365 with enterprise and third‑party applications.
• Strong understanding of ITIL processes and service management.

Experience with:

• Change Management
• Release Management
• SLA Management

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to lead customer discussions and service review meetings.
• Strong analytical and problem‑solving capabilities.
• Ability to work effectively in international and distributed teams.

Mobility

• Based in EU.
• Willing to travel to Zurich when required.

Languages

• German – fluent (mandatory)
• Competitive remuneration on B2B contract
• Multisport card
• Access to Mindgram – mental health & well‑being platform
• Free gym at Q22