Application Maintenance Support Lead (CRM) | Contract

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A staffing service provider in Singapore is seeking an AMS Lead to oversee Application Maintenance and Support operations for CRM projects in the banking domain. The ideal candidate will have strong expertise in Microsoft Dynamics 365 and extensive experience in leadership roles. This position involves ensuring system stability and performance while managing support teams and engaging with stakeholders effectively.

Qualifications

• 7+ years of experience in IT with at least 3 years in an AMS leadership role.
• Solid hands-on knowledge of Microsoft Dynamics 365 CRM.
• Experience working in the banking or financial services domain.

Responsibilities

• Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications.
• Act as the primary point of contact for stakeholders across business and IT.
• Identify improvement areas in service delivery and lead minor enhancements.

Skills

Microsoft Dynamics CRM

Banking business processes

ITIL processes

Stakeholder engagement

Leadership

Education

Degree in Computer Science

Tools

Microsoft Dynamics 365

Job description

We are seeking a highly motivated and experienced AMS Lead to oversee the Application Maintenance and Support (AMS) operations for multiple CRM projects in the banking domain, built on Microsoft Dynamics 365. The ideal candidate will be responsible for ensuring the stability, performance, and ongoing enhancement of CRM systems that support core banking operations.

This role requires expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.

AMS Delivery & Operations

• Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
• Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
• Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.

Client & Stakeholder Management

• Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
• Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
• Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.

Team & Vendor Coordination

• Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
• Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.

Continuous Improvement & Enhancements

• Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.
• Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams.
• Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.

Job Qualifications:

• Degree in Computer Science, Information Systems, or a related field.
• 7+ years of experience in IT with at least 3 years in an AMS leadership role.
• Solid hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like sales and customer service.
• Experience working in the banking or financial services domain is required.
• Excellent understanding of ITIL processes and AMS best practices.
• Proven experience managing support for integrations with core banking systems, third-party apps, and data services.
• Excellent stakeholder engagement, communication, and team leadership skills.

We are an equal opportunities employer and welcome applications from all qualified candidates.