D365 F&O Tech Program Manager

SRM Digital is seeking an experienced D365 F&O Tech Program Manager to serve as the primary customer contact for Dynamics 365 Finance & Operations technical support and delivery engagements. The role combines technical oversight, customer and vendor coordination, and program management to resolve complex issues, manage escalations, and keep work moving toward closure.

Responsibilities:

• Serve as the primary customer POC for Dynamics 365 FnO technical support and delivery engagements
• Own customer communication, technical issue tracking, priorities, dependencies, risks, escalations, and resolution progress
• Understand business impact and ensure critical or high-priority issues receive appropriate focus and governance
• Conduct regular reviews and provide clear updates covering status, blockers, decisions, owners, and next steps
• Build customer confidence through proactive engagement, transparency, and strong follow-through
• Provide technical oversight for Dynamics 365 FnO issues across architecture, extensions, integrations, deployments, environments, performance, and application behavior
• Analyze complex technical scenarios and guide engineering or support teams toward the appropriate troubleshooting path
• Facilitate technical discussions among customers, vendor teams, support engineers, and subject-matter experts
• Identify practical workarounds, mitigations, and quick solutions while long-term remediation is evaluated
• Support root-cause analysis for critical, recurring, or high-impact issues and track preventive actions
• Collaborate closely with vendor teams, technical SMEs, support engineers, and internal stakeholders to accelerate resolution
• Establish clear ownership and accountability for every open action and dependency
• Identify blockers early and initiate the appropriate technical or management escalation
• Coordinate cross-team dependencies involving multiple products, systems, or functional workstreams
• Drive actions through closure while managing customer expectations and commitments

Requirements:

• Strong hands-on experience with Microsoft Dynamics 365 Finance & Operations (FnO)
• Strong understanding of FnO technical architecture, X++ development, extensions and customizations, integrations, deployments, environments, and troubleshooting
• Experience analyzing complex technical issues and driving them toward resolution
• Good understanding of debugging, issue isolation, root-cause analysis, and structured troubleshooting methodologies
• Ability to independently participate in and lead technical discussions with customer, engineering, and vendor teams
• Ability to understand business scenarios and translate functional impact into technical discussions and actions
• Strong customer-facing, stakeholder-management, and executive communication skills
• Proven ability to manage technical escalations and high-priority customer situations
• Excellent written and verbal communication, with concise and structured status reporting
• Strong ownership, customer-first mindset, prioritization, and follow-through
• Ability to manage multiple technical issues and competing priorities across distributed teams
• Working understanding of Supply Chain Management (SCM), Finance, and Retail / Commerce
• Exposure to Microsoft enterprise support, managed services, or similar customer support environments