IT Manager for Dynamics 365 Services Portfolio

Lexmark International Inc. Is an Innovative Global Imaging and IoT Solutions Leader

Lexmark creates cloud-enabled imaging and IoT technologies that help customers in more than 170 countries worldwide quickly realize business outcomes. Through a powerful combination of proven technologies and deep industry expertise, we accelerate business transformation, turning information into insights, data into decisions, and analytics into action.

Founded in 1991 and headquartered in Lexington, Kentucky, Lexmark serves customers in manufacturing, retail, financial services, healthcare, education, government, and more. We are recognized as a global leader in print hardware, service, solutions, and security by many of the technology industry’s leading market analyst firms.

Creating Customers for Life

The Lexmark culture of inquiry, collaboration, and responsiveness reinforces a deep, two-way connection with our customers through the solutions we create and the ongoing care we provide. This exceptional customer engagement results in customer loyalty rates that exceed 95% across our worldwide managed services.

Finding the Right People

Our team works on cutting-edge technologies and domains such as cloud, AI/ML, data science, IoT, and cyber security. We create innovative, secure, and reliable solutions for our customers and help them minimize costs and IT overhead.

At our core, we are a technology company – deeply committed to building our own R&D capabilities, leveraging emerging technologies and partnerships to bring together a library of intellectual property that can add value to our customers’ business.

Caring for our communities and creating growth opportunities by investing in talent are woven into our culture. It’s how we care, grow, and win together. Do you want to join our team?

JOB DESCRIPTION

​​This position is for a management role within the Information Technology organization. The team that this person will manage is the D365 Services Product Solution team. This team is responsible for implementing solutions on the Microsoft D365 platform that will support our Customer Service, Field Service and Project Services business functions. ​

WHAT YOU WILL BE DOING

• ​​Lead and Mentor: Guide and support a team of Product Owners and Business Analysts, fostering their professional growth.

• ​Facilitate Communication: Coordinate effective communication among cross-functional teams, including architects, developers, testers, and other IT professionals.

• ​Plan and Oversee: Direct the planning, execution, and management of Microsoft Dynamics 365 CRM implementation projects, specifically utilizing Field Service and Customer Service modules.

• ​Develop Roadmaps: Create and maintain a comprehensive product roadmap for new and updated features within Lexmark’s Dynamics 365 implementation.

• ​Act as a Liaison: Serve as the primary point of contact for internal stakeholders, ensuring their needs and expectations are met.

• ​Gather and Prioritize: Collaborate with stakeholders to gather, prioritize, and refine business requirements to align with project goals.

• ​Present Updates: Deliver project status updates, challenges, and progress reports to senior management and executive teams.

• ​Identify and Implement: Recognize opportunities for process improvements and system enhancements, ensuring overall delivery quality.

• ​Collaborate with Testing: Work closely with testing teams to guarantee thorough testing of system functionalities.

• ​Coordinate UAT: Partner with business stakeholders to conduct user acceptance testing, ensuring the system meets user needs.

• ​Ensure Quality: Confirm that all deliverables adhere to established quality standards and business requirements.

• ​Account for Readiness: Integrate considerations for operational readiness into solution designs, including security, supportability, diagnostics, performance metrics, and failure recovery.

• ​Stay Informed: Keep abreast of industry trends, best practices, and emerging technologies related to CRM systems.

• ​Drive Improvement: Lead continuous improvement initiatives aimed at enhancing the delivery system’s efficiency and effectiveness.

• ​Support Change Management: Assist business leaders in managing organizational change and promoting user adoption of new systems.

• ​Monitor Updates: Stay current on Microsoft Dynamics 365 and Azure platforms, including major and minor releases, to optimize the use of Dynamics 365.​

MUST-HAVE QUALIFICATIONS & SKILLS

• ​​Leadership Experience: Proven experience leading and managing teams.

• ​Project Management Expertise: Strong background in planning, executing, and overseeing large-scale IT projects.

• ​CRM Implementation: Hands-on experience with implementation of CRM systems. Preference given to those with Microsoft Dynamics 365 CRM, specifically in Field Service and Customer Service modules.

• ​Quality Assurance: Experience with software testing methodologies and user acceptance testing.

• ​Continuous Learning: Commitment to staying updated on industry trends, best practices, and emerging technologies related to CRM systems.

• ​Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.

• ​Process Improvement: Skills in identifying and implementing process improvements to enhance system performance and project outcomes.

• ​Technical Proficiency: Deep understanding of Microsoft Dynamics 365 CRM architecture and functionalities, including integration with other enterprise systems.

• ​Adaptability: Ability to adapt to new technologies and stay informed about updates to Microsoft Dynamics 365 and Azure platforms.​

PREFERRED QUALIFICATIONS

• ​​Management Experience: Previous management experience is highly desirable.

• ​Agile Expertise: Solid knowledge and background in SAFe and Agile development methodologies.

• ​Extensive Work Experience: 5-15 years of related work experience in IT project management or a similar field.

• ​Dynamics 365 Experience: At least 3 years of hands-on experience with Microsoft Dynamics 365 CRM.​

EDUCATIONAL QUALIFICATIONS

• ​Bachelor’s Degree: In Information Technology, Computer Science, Business Administration, or a related field.​