Delivery Support Lead

Annata operates a global support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week. The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management. The Support Delivery Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager.¿Está considerando presentar su candidatura para este trabajo? Compruebe todos los detalles en esta descripción del puesto y luego haga clic en "Solicitar".As a Delivery Lead you will be involved in dealing with supporting standard Microsoft Dynamics F&O, CE and the Annata A365 solution. This will include working on support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes. Also assisting with requests and small changes that are aligned to the needs of our Customers and Partners as part of their continuous improvement projects.You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates.Management of customer issues throughout the whole support lifecycle:Ability to triage a support ticketAble to follow support processesResponsible for completing internal acceptance testing of fixes and solutionsProject management for smaller projects (Under 50 days).Provide 3rd and 4th line functional support to partners and customers. This includes knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause.Ensure all support documentation is completed in line with support processes.Work to ensure SLAs are met in line with support agreements.Effective escalation of support tickets where SLA may breach.Extensive Microsoft Dynamics Experience:Minimum of 5 years’ hands-on experience with Microsoft Dynamics 365 Finance & Operations (F&O) or Customer Engagement (CE), ideally within a support, customer service, or service delivery environment.Issue & Escalation Management:Proven ability to manage multiple concurrent issues and customer escalations in high-pressure situations, ensuring timely resolution while maintaining high standards of service quality.Support Tools & Systems Proficiency:Skilled in using support platforms and ticketing systems to track, manage, and report on customer support activities.Documentation & Knowledge Management:Capable of creating and maintaining support documentation, including FAQs, troubleshooting guides, and knowledge base articles to improve customer self-service and internal efficiency.Adept at building trust and rapport with internal and external stakeholders, fostering collaborative relationships that support long-term customer success.Experience working closely with cross-functional teams—including product, engineering, and account management—to resolve complex issues and relay customer feedback effectively.Time Management & Multitasking:Strong time management skills with the ability to handle multiple customer inquiries and support tasks simultaneously, ensuring deadlines and service levels are consistently met.Release & Service Update Management:Prior experience coordinating Microsoft Dynamics BAU (Business-as-Usual) releases and service updates, including planning, communication, and post-release support.Experience in logging and managing support tickets with external vendors and Microsoft, ensuring accurate tracking and timely follow-up.Proficient in generating reports and dashboards for internal and external stakeholders, providing insights into support performance, customer health, and service trends.Global Support Experience:Prior experience working within a global or multi-regional support model, demonstrating an understanding of regional service expectations, time zone coordination, and cultural nuances in customer engagement.Project Tracking Tools:Familiarity with project tracking and collaboration tools such as Microsoft Project, Jira, or Asana, with the ability to monitor progress, manage dependencies, and support cross-functional initiatives.Support Analytics & Metrics:Ability to interpret and analyse support data, including ticket trends, resolution times, and customer satisfaction metrics, to identify areas for improvement and inform strategic decisions.Microsoft Dynamics Dual Write:Experience with Microsoft Dynamics Dual Write integration between F&O and CE is preferred, including understanding of data synchronization and troubleshooting common sync issues.SQL Server Management Studio (SSMS):Proficient in using Microsoft SQL Server Management Studio for querying databases, investigating data-related issues, and supporting root cause analysis.Microsoft Azure DevOps:Skilled in using Microsoft Azure DevOps for managing work items, tracking development tasks, and collaborating with engineering teams on issue resolution and release planning.Change Management & ITIL Framework:Familiarity with formal change management processes, ideally aligned with ITIL best practices, including experience in managing service transitions, approvals, and communications.Bachelor’s Degree in Computer Science, Business Administration, Information Technology, or a related field.Annata is a Microsoft Global Independent Software Vendor (ISV) since 2001. With its roots in Iceland, Annata is one of the leading global ISVs and industry partners from Microsoft with offices in all continents. Built on Microsoft Dynamics 365, our A365 solution offers a comprehensive suite of capabilities designed to propel automotive, trucks & buses, and equipment businesses into the realm of digital transformation.Our team consists of employees with different nationalities, origins, religions, and cultural backgrounds. We actively support diversity and demand our employees to respect different opinions and lifestyles. In virtual teams, we utilize the know-how of our international colleagues and secure the maximal output for our clients. xsgfvud We appreciate personal contact with our customers and colleagues, but we also aim to reduce travel to a sensible level – in order to support our employee’s work/life balance and to reduce our ecological footprint.