Project Manager for Support D365

We are looking for a highly organized, client-focused Support D365 Project Manager to join a growing Managed Services team working with ambitious brands across North America. In this client-facing role, you will onboard, manage, and track customers' Managed Services support plans for Microsoft solutions, overseeing the full lifecycle of support services for live customers and ensuring alignment between the ticketing system and direct support services. You will work with an experienced team of consultants and customer teams, collaborating closely with the Director of Managed Services and the Support Services Manager, with the potential for a long-term relationship with a growing company.
What You'll Be Doing
Manage resource utilization, project scope, time, budget, and quality across customer Managed Services support plans.
Onboard new clients and familiarize them with the company's support services, system platforms, and methodology.
Baseline each customer's needs and assign the appropriate team members.
Oversee the end-to-end support ticket lifecycle (using Jira and D365 Customer Service), from open to close, ensuring timely resolution of cases across a distributed team. (This role manages case assignment and escalation rather than resolving cases directly).
Serve as an “AI Boss,” reviewing and managing the output of several departmental AI agents before information is shared with customers to streamline workflows and reduce the learning curve.
Communicate with clients on requirements, expectations, and additional needs within the scope of their selected support contract.
Collaborate with customers to define application update schedules based on the Microsoft update cadence and customer preferences.
Plan, prepare, and manage up to 10 concurrent application update projects, typically involving 2–3 consultants each over a period of 3–6 weeks, including user testing, UAT, and production releases.
Lead weekly status meetings via video call with customers and consultants, providing updates on open cases and driving them to resolution within defined timeframes.
Prepare and present periodic Managed Services activity reports to customers, as well as weekly or monthly status reports for the Support Department.
Report regularly to the Director of Managed Services on progress and budget consumption for support plans and application updates.
Manage the escalation process for issues not resolved within target timeframes, acting as a second-level escalation point for critical requests.
Identify additional project opportunities with Managed Services customers and communicate them to the Managed Services Lead.
Occasionally support after-hours or weekend activity, typically known in advance, such as confirming with consultants that application updates were successfully applied to production environments.
Qualifications
4+ years of project management experience in a client-facing role within consulting firms or managing external consultant teams.
4+ years of hands-on experience with Microsoft Dynamics 365 implementations and update releases(including D365 CE, D365 F&O, Power Platform, and M365) with the ability to manage concurrent update activities, user testing, UAT, and go-live tasks.
Proficiency in support ticketing platforms, specifically Jira and/or D365 Customer Service, with proven experience managing ticket lifecycles and SLAs in a Managed Services environment.
Experience with AI workflows and tools (such as Microsoft Copilot, Cowork, or Copilot Studio) with a short learning curve to review and validate AI-generated outputs.
Strong client management skills with a track record of setting and managing client expectations across external consulting projects.
Excellent written and verbal communication skills in English, with the ability to lead status calls and present project plans/reports to key stakeholders.
Solid understanding of application environments (development, test, UAT, production) and Microsoft application update processes.
Microsoft Dynamics 365 certifications are a strong plus.
Benefits
100% remote collaboration
Monday to Friday, 8 am to 5 pm (PST)
Friendly and professional team
Opportunities for growth and development
Required
Computer/Laptop with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
Reliable Internet speed of at least 100MBPS
Headset with an extended mic that has noise cancellation and a webcam
Battery back up for computer
Quiet, dedicated workspace at home
Availability for video-enabled calls on Microsoft Teams

Work arrangement
Yes