[Hiring] D365 Business Central Service Lead @Infinity Group

Role Description

The Managed Service Team Lead exists to ensure our Dynamics 365 Business Central customers receive a responsive, reliable service that protects their operations and builds confidence in Infinity. You’ll lead the day-to-day performance of the BC Managed Services team, take ownership when complex issues or escalations arise and help the team solve more problems without immediately relying on Professional Services. This is a hands-on leadership role combining customer judgement, Business Central expertise and commercial awareness. Your focus will be on improving resolution quality, developing the team and ensuring customers see clear value from their managed service.

What success looks like:

• Lead team performance and capability
• Set clear priorities and service standards for the BC Managed Services team.
• Coach people to strengthen their Business Central knowledge, consulting judgement, customer communication and ownership.
• Understand the team’s workload, capacity and capability, then address gaps through structured development, mentoring, knowledge sharing and relevant certification.
• Own complex issues and escalations
• Act as the first point of escalation for Business Central customer, technical and delivery concerns.
• Establish the facts, assess the business impact and drive a clear resolution plan.
• Provide hands-on guidance on complex incidents and service requests, resolving issues within Managed Services wherever practical.
• When Professional Services support is required, ensure the problem, investigation history, evidence, priority, customer impact and expected outcome are clearly defined.
• Protect service quality and customer confidence
• Oversee incidents, requests, changes, backlogs and aged work to ensure customer commitments remain on track.
• Make sure customers receive timely, straightforward communication, particularly during service disruption or escalation.
• Work with Service Delivery and Account Management to understand customer priorities, risks and opportunities to improve value.
• Strengthen commercial control
• Help the team distinguish between managed-service support, chargeable change and project work.
• Identify work that falls outside the agreed scope early, protecting delivery capacity while ensuring the customer is directed towards the right solution and commercial route.
• Improve how the service operates
• Use service data, customer feedback and recurring issues to identify where the service needs to improve.
• Strengthen documentation, known-error records and the BC knowledge base so that problems can be resolved faster and more consistently.
• Standardise or automate processes where this creates a clear service benefit.
• Connect Managed Services and Professional Services
• Improve the flow of knowledge between project delivery and ongoing support.
• Ensure new Business Central solutions and changes are handed into Managed Services with the context, documentation and ownership needed to support customers effectively.

The kind of problems you’ll solve:

• A critical Business Central issue is disrupting a customer’s operation and needs clear ownership, diagnosis and resolution.
• An escalation has passed between teams without a defined problem, priority or accountable owner.
• The support backlog is growing and the team needs stronger decisions around impact, urgency and capacity.
• A recurring issue is being repeatedly fixed without its underlying cause being addressed.
• A customer has lost confidence because communication has been unclear or progress has been too slow.
• The team lacks the Business Central knowledge or judgement to resolve more complex second and third-line cases.
• A customer request sits outside the agreed service scope and needs to be handled without creating delivery or commercial risk.
• A solution is moving from Professional Services into Managed Services without enough knowledge transfer or support readiness.

What sets you apart:

• You take ownership when the answer is unclear and stay accountable until the right outcome is reached.
• You understand Business Central well enough to challenge assumptions, guide investigations and make sound escalation decisions.
• You balance customer urgency with business impact, contractual scope and commercial reality.
• You remain calm under pressure and turn complex technical problems into clear choices and actions.
• You coach people rather than simply stepping in and solving every issue for them.
• You use evidence and service data to identify risk, set priorities and improve performance.
• You are comfortable moving between team leadership, customer conversations and hands-on problem-solving.
• You build strong working relationships across Managed Services, Professional Services, Service Delivery and Account Management.

Qualifications

• Microsoft Cloud
• Exchange Online - Email migration methodologies and planning
• Licensing
• Endpoint Manager - MDM, MAM, InTune, AutoPilot
• Teams - Calling and data collaboration
• SharePoint - Data platform best practices, migration planning
• OneDrive
• Identity & security
• Azure Virtual Desktop
• Backup
• Defender for Endpoint
• SharePoint Online
• Microsoft Server operating systems and virtualisation
• Active Directory
• Firewalls - Basic understanding of Watchguard & Cisco (Firepower & Meraki)
• Networking - Basic understanding of VLANs, switch architecture and wi-fi
• Field / Client site support experience

Benefits

• 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