AMS Lead – Microsoft Dynamics CRM

7 days ago

Singapur, Singapore Avensys Consulting Full time

Avensys is a reputed global IT professional services company headquartered in Singapore. Our services include enterprise solution consulting, business intelligence, business process automation, and managed services. Given our decade of success, we have become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire AMS Lead – Microsoft Dynamics CRM (Banking) . This is an exciting opportunity to expand your skill set and achieve job satisfaction and work-life balance.

Job Summary:

We are seeking a highly motivated and experienced AMS Lead to oversee the Application Maintenance and Support (AMS) operations for multiple CRM projects in the banking domain, built on Microsoft Dynamics 365. The ideal candidate will be responsible for ensuring the stability, performance, and ongoing enhancement of CRM systems that support core banking operations. This role requires strong expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.

Key Responsibilities:

AMS Delivery & Operations

  • Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
  • Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
  • Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.

Client & Stakeholder Management

  • Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
  • Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
  • Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.
  • Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
  • Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.
  • Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.
  • Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams.
  • Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or a related field.
  • 7+ years of experience in IT with at least 3 years in an AMS leadership role.
  • Strong hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like Sales and Customer Service.
  • Experience working in the banking or financial services domain is required.
  • Strong understanding of ITIL processes and AMS best practices.
  • Proven experience managing support for integrations with core banking systems, third-party apps, and data services.

Excellent stakeholder engagement, communication, and team leadership skills

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

Avensys is an equal opportunities employer and welcomes applications from diverse candidates.

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