Microsoft -CRM Technical -Manager

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AI Business Solutions – Dynamics CRM Functional Manager:     About Global Delivery Services   Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.   Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.   Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.   Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.   Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.     The Opportunity   We are seeking a Microsoft Dynamics 365 CRM Functional Manager to lead functional solution design, client engagement, and people development across complex CRM programs. This role blends deep functional expertise across D365 modules with delivery leadership and team management, ensuring high-quality outcomes for enterprise and transformation initiatives.     Your Key Responsibilities

Lead functional design and implementation of Microsoft Dynamics 365 CRM solutions across Sales, Customer Service, and Marketing modules. Own the analysis, solution design, and validation phases of CRM projects, ensuring alignment with client business objectives. Partner with client stakeholders to gather requirements, perform fit-gap analysis, and translate business needs into scalable D365 functional solutions. Facilitate and lead application design workshops, solution reviews, and decision-making sessions. Provide functional governance across engagements, ensuring designs adhere to platform best practices and business requirements. Oversee CRM configuration and customization, including entities, forms, views, dashboards, workflows, and business rules. Collaborate with technical teams on integrations, data migration strategies, and overall solution delivery. Ensure project documentation is developed, reviewed, and maintained in line with delivery standards. Support Agile delivery execution, adapting plans based on changing priorities and program needs. Build and promote a strong quality culture across projects and teams. Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution. Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

Deep functional expertise in Microsoft Dynamics 365 CRM with hands-on experience across