Location: Open to candidates based in Egypt, Jordan, Pakistan, and India.Are you a seasoned Microsoft Dynamics 365 Support professional who thrives on delivering exceptional client experiences? Do you have the leadership instinct to keep a support team sharp, proactive, and always one step ahead? If building a world-class support practice for Microsoft Dynamics 365 sounds like your next move – we want to hear from you.Why This Role?At TRUST, support is not an afterthought – it is a cornerstone of the value we deliver to clients. As our Support Lead for ERP & CRM, you will own the entire post-go-live support and AMC experience across Microsoft Dynamics 365 Finance & Operations, and Customer Engagement.You will set the standard for how we respond, communicate, and resolve. You will lead a team of talented support consultants, govern SLAs, drive proactive client communication, and ensure our clients always feel in safe hands. This is a high-visibility, high-impact role reporting directly to the CEO, with real scope to shape a growing practice.Job SummaryWe are looking for an experienced Senior Manager to lead our ERP & CRM Support Practice. The ideal candidate brings deep Microsoft Dynamics 365 knowledge, a strong track record in support management, and a genuine passion for customer service excellence. You will own the support delivery model end-to-end: from SLA governance and ticket oversight to client reporting, team development, and process improvement.Key ResponsibilitiesCustomer Service & Client EngagementChampion a client-first culture – ensuring every interaction reflects TRUST’s commitment to quality and responsiveness.Serve as the primary escalation point for ERP and CRM support clients, maintaining strong and trusted relationships.Drive proactive communication with clients on ticket status, known issues, upcoming updates, and service insights – not just reactive responses.Collaborate with Sales and Pre-Sales teams to identify growth opportunities from within the support portfolio.Ticket & SLA ManagementMaintain real-time visibility across all open tickets, ensuring nothing is missed and every item is progressing.Own and govern SLA frameworks across all support contracts, with immediate corrective action when targets are at risk.Drive timely resolution of incidents and service requests, holding the team to defined response and resolution commitments.Manage major incidents end-to-end, coordinating internal and client stakeholders through to resolution.Reporting & InsightsProduce regular, insight-driven support performance reports for Senior Management and clients.Analyse ticket trends and root causes, translating findings into process and knowledge improvements.Maintain accurate dashboards to ensure full visibility of support operations at all times.Team Leadership & Operational ExcellenceLead, coach, and develop a team of support consultants, fostering accountability, continuous improvement, and a customer-centric mindset.Design and continuously improve support processes, runbooks, escalation workflows, and knowledge base content.Oversee project-to-support handovers, ensuring thorough documentation and smooth client transitions.Monitor utilisation, billing ratios, and financial targets across the support practice.Required Skills & Experience8+ years of experience in Microsoft Dynamics 365 (ERP and/or CRM), with a strong support or managed services background.Proven experience managing support teams, SLAs, and client escalations in a fast-paced environment.Hands-on knowledge of D365 Finance & Operations and/or Customer Engagement modules.Strong understanding of support frameworks and best practices.Excellent client communication and relationship management skills – you are proactive, clear, and composed under pressure.Experience with ticketing and support management tools (e.g., Azure DevOps, Dynamics 365 Customer Service, or similar).Track record of delivering regular performance reports and presenting insights to senior stakeholders.Demonstrated ability to lead, motivate, and develop technical support teams.Strong analytical mindset with the ability to identify trends, root causes, and drive improvement.Preferred QualificationsMicrosoft Dynamics 365 certifications.Experience managing support across both ERP and CRM practices simultaneously.Familiarity with Power Platform, Azure, and the broader Microsoft ecosystem.Arabic language proficiency is a plus, though not mandatory.GCC market experience and understanding of regional client expectations.What We Offer“Great Place to Work” certified and proudly recognised among the Best Workplaces in Technology – GCC 2025.Competitive salary and performance-based bonus scheme.Flexible working arrangements and a positive, inclusive company culture.Personal and professional development opportunities.A high-impact role with direct visibility to executive leadership.The opportunity to shape and grow a key practice within a rapidly expanding consultancy.Ready to Shape the Future of Support?If you are ready for a senior, high-impact role where you can build something great, elevate client experiences, and lead a talented team – we would love to hear from you.