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.
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.
In addition, you will be assigned to a number of customers and partners, becoming their main day-to-day contact. You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates.
Role:
1. Management of customer issues throughout the whole support lifecycle:
* Ability to triage a support ticket
* Able to follow support processes
* Applying knowledge to be able to replicate and progress the ticket
* Effective communication to the customer and internally with colleagues
* Completing standard documentation
* Prioritization of work
* Ticket turnaround to ensure that customer SLAs are met
* Logging tickets through to 3rd parties as/when required
* Responsible for completing internal acceptance testing of fixes and solutions
2. Maintain customer and partner engagement with regular calls to discuss ticket updates and requests.
3. Manage the D365 service updates when applicable.
4. Manage customer Business as Usual (BAU) releases when applicable.
5. Customer change requests – Involved in completing functional design documentation and providing estimates to the customer for the requested work.
6. Project management for smaller projects (Under 50 days).
7. Timely and effective response to requests for advice and/or assistance.
Responsibilities:
1. 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.
2. Handle partner and customer incident, request and change request tickets efficiently.
3. Clear and concise communication to the customer, regular screenshares for knowledge transfer and guidance as required.
4. Ensure all support documentation is completed in line with support processes.
5. Work to ensure SLAs are met in line with support agreements.
6. Effective escalation of support tickets where SLA may breach.
7. First point of contact for specific customer and partners. Able to maintain good relationships through engagement, communication and regular meetings.
8. Maintain strong relationships with other departments within Annata, ensuring the customer and partner tickets are resolved quickly.
9. Managing multiple concurrent issues and escalations at any one time.
Skills and Experience:
Required
1. 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.
2. 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.
3. Problem Solving & Initiative: Self-motivated and proactive in diagnosing and resolving technical and functional issues reported by customers and partners, demonstrating ownership and accountability.
4. Organizational & Prioritization Skills: Strong organizational capabilities with a keen attention to detail, ensuring tasks are prioritized effectively and critical information is clearly communicated and actioned.
5. Communication & Stakeholder Engagement: Excellent interpersonal and communication skills, with the ability to convey technical concepts to non-technical audiences in both written and verbal formats.
6. Customer Service Excellence: Demonstrated ability to manage customer expectations, respond to inquiries professionally, and deliver a consistently positive customer experience.
7. Support Tools & Systems Proficiency: Skilled in using support platforms and ticketing systems to track, manage, and report on customer support activities.
8. 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.
9. Stakeholder Relationship Building: Adept at building trust and rapport with internal and external stakeholders, fostering collaborative relationships that support long-term customer success.
10. Cross-Functional Collaboration: Experience working closely with cross-functional teams—including product, engineering, and account management—to resolve complex issues and relay customer feedback effectively.
11. 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.
12. Release & Service Update Management: Prior experience coordinating Microsoft Dynamics BAU (Business-as-Usual) releases and service updates, including planning, communication, and post-release support.
13. Third-Party Ticket Handling: Experience in logging and managing support tickets with external vendors and Microsoft, ensuring accurate tracking and timely follow-up.
14. Reporting & Insights: Proficient in generating reports and dashboards for internal and external stakeholders, providing insights into support performance, customer health, and service trends.
Desirable
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
Education:
Bachelor’s Degree in Computer Science, Business Administration, Information Technology, or a related field.
What Annata Stands For:
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. 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.