Microsoft Dynamics 365 Enterprise Practice Director – CE + F&O

The Microsoft Dynamics 365 Enterprise Practice Director is responsible for the overall leadership, performance, growth, and profitability of the Dynamics 365 Customer Engagement (CE) and Finance & Operations (F&O) practice across Canada and the United States, in partnership with the Global Service Centers (GSC).

Critically, the Practice Director will lead the transformation of the D365 Enterprise division into an AI-first world. They will be responsible for reshaping how the division sells, delivers, and creates value, so that AI is at the core of our offerings, our delivery model, and the outcomes we achieve for clients, and for moving the business away from selling hours toward scalable, IP-led, AI-enabled client outcomes.

This role requires a strong business leader who can bring together people, delivery, clients, and commercial priorities around a common vision. The Practice Director is accountable for building a high-performing division that delivers consistently for our clients while achieving financial, operational, and people objectives.

Success in this role requires someone who is comfortable operating in ambiguity, creating clarity where it does not yet exist, making decisions, and driving accountability across the organization. The Practice Director must be willing and able to set clear expectations, address underperformance directly, and hold leaders and team members accountable for commitments and results.

This is not simply a technical leadership role. It is a business leadership position with responsibility for AI-first transformation,people, client success, delivery excellence, growth, and P&L performance.

WHY THIS ROLE, WHY NOW

The D365 Enterprise business needs a reset in how it leads and executes, and this role sits at the center of it.

• The strategy is not changing. The opportunity is real, but realizing it depends on stronger execution.
• We have lost momentum in some areas and are not moving at the pace the market or our ambitions require. We have a limited window to turn the strategy into results. The market is moving quickly and our ambitions are high. There is a clear window of opportunity to turn our strategy into results, and we want to accelerate the pace at which we execute.
• Client expectations and the market are changing. Clients increasingly expect industry understanding, measurable outcomes, and AI-enabled transformation, rather than traditional product implementation and consulting hours.
• We are moving toward a fundamentally different business model: less dependent on selling hours and increasingly driven by industry IP, AI-enabled solutions, recurring revenue, and scalable client outcomes.
• This requires a reset in how we lead and execute. This role will be critical to this transformation.

KEY RESPONSIBILITIES

Practice Leadership & Strategy

• Own the overall strategy, direction, and performance of the Microsoft Dynamics 365 CE + F&O Enterprise Practice.
• Establish clear priorities, operating expectations, and measurable goals for the practice.
• Translate company strategy into actionable plans for the practice and ensure the team understands how their work contributes to broader organizational objectives.
• Create clarity and forward momentum in environments where priorities, structures, or processes may still be evolving.
• Make timely decisions using the information available rather than waiting for perfect conditions.
• Rally the practice around a common vision and create alignment across delivery, sales, customer success, and functional leadership.
• Build a culture of ownership, accountability, collaboration, and continuous improvement.

AI-First Transformation

• Lead the transformation of the D365 Enterprise division into an AI-first business, setting the vision, roadmap, and pace of change.
• Embed AI across how the division sells, delivers, and supports clients, including Microsoft Copilot, agents, Azure AI, and AI-enabled delivery tooling, to improve speed, quality, and margin.
• Drive the shift from a model built on selling hours toward one driven by industry IP, AI-enabled solutions, recurring revenue, and scalable client outcomes.
• Partner with sales and solution leaders to build and take to market industry-focused, AI-enabled offerings that clients buy on outcomes rather than effort.
• Build AI fluency across the practice and reshape roles, skills, team structures, and the delivery model for an AI-first way of working.
• Define and track measures of AI adoption and its impact on productivity, client outcomes, and profitability.
• Ensure AI is used responsibly, securely, and with appropriate governance, both internally and with clients.

People Leadership & Accountability

• Lead, coach, develop, and hold practice leaders and team members accountable for performance and results.
• Establish clear expectations for performance, utilization, client delivery, leadership behaviors, and individual contribution.
• Address performance or accountability issues promptly, directly, and consistently.
• Ensure leaders within the practice are actively managing their teams rather than allowing issues to remain unresolved.
• Develop leadership capability and succession plans across the practice.
• Identify talent gaps and partner with People and Talent Acquisition on workforce planning and hiring.
• Build an environment where employees understand what is expected of them, receive meaningful feedback, and are recognized for strong performance.
• Balance empathy and people leadership with the willingness to make difficult decisions when required for the health of the business or team.

Financial & P&L Ownership

• Own the financial performance and P&L of the practice.
• Develop and manage annual budgets, forecasts, revenue targets, margin expectations, and workforce plans.
• Monitor and take action on key financial and operational indicators, including revenue, gross margin, utilization, billability, resource capacity, project profitability, backlog, pipeline, and forecast accuracy.
• Grow recurring and non-hours-based revenue, including industry IP, managed services, and AI-enabled solutions, as an increasing share of the practice revenue mix.
• Understand the financial implications of hiring, staffing, pricing, project execution, subcontractor usage, and delivery decisions.
• Identify performance gaps early and implement corrective action plans.
• Ensure practice decisions balance client needs, employee sustainability, and commercial outcomes.

Delivery Excellence

• Maintain executive oversight of significant Microsoft Dynamics 365 CE and F&O implementations and client engagements.
• Ensure appropriate delivery governance, methodology, quality standards, and risk management practices are consistently applied.
• Partner with delivery leaders to proactively identify projects at risk and establish recovery plans.
• Drive disciplined resource planning and ensure the right skills are aligned to the right client engagements.
• Promote scalable and repeatable delivery practices rather than reliance on individual heroics.
• Use AI-enabled tools, accelerators, and industry IP to industrialize delivery, improving predictability and reducing effort.
• Ensure lessons learned are translated into improvements across the broader practice.

Client Leadership

• Serve as an executive sponsor and trusted advisor for strategic clients when required.
• Build strong relationships with senior client stakeholders and help resolve complex delivery, commercial, or relationship challenges.
• Ensure the practice delivers a consistently strong client experience across both CE and F&O engagements.
• Position the practice as an industry-focused, AI-enabled transformation partner that leads with measurable business outcomes rather than product implementation.
• Partner with account and sales leaders to identify opportunities for expansion, transformation, and long-term client value.
• Protect client relationships while maintaining appropriate commercial discipline and accountability.

Operational Excellence

• Establish a consistent operating rhythm for reviewing practice performance, including financials, people, delivery, pipeline, capacity, and risk.
• Use data to identify trends, challenge assumptions, and drive decisions.
• Define clear ownership for actions and ensure commitments are followed through to completion.
• Simplify processes where possible and build structures that allow the practice to scale.
• Work effectively across a matrixed, global organization where ownership may span multiple teams or functions.
• Be comfortable stepping into undefined situations, determining what is needed, and driving the organization toward resolution.

LEADERSHIP EXPECTATIONS

The successful Delivery Director will:

• Own the outcome. Take responsibility for the performance of the practice rather than attributing challenges to circumstances or other functions.
• Lead the AI-first shift. Model curiosity and hands-on adoption of AI, and challenge the team to rethink how work gets done rather than layering AI onto existing ways of working.
• Execute with pace. Act with urgency, turn strategy into results within a limited window, and restore momentum where it has been lost.
• Create clarity from ambiguity. Be comfortable leading when every answer, process, or organizational structure has not yet been defined.
• Hold people accountable. Set clear expectations, follow up on commitments, recognize strong performance, and address missed expectations directly.
• Build alignment. Bring diverse teams and perspectives together around shared priorities and a common goal.
• Make decisions. Evaluate available information, exercise sound judgment, and move the organization forward.
• Lead through others. Build capable leaders and avoid becoming the single point of dependency for every decision.
• Be commercially minded. Understand that strong client delivery and strong financial performance must coexist.
• Communicate transparently. Provide clear, direct, and consistent communication, particularly when priorities or expectations change.
• Lead change effectively. Help teams navigate change with confidence while maintaining focus on execution and business outcomes.

REQUIRED EXPERIENCE & QUALIFICATIONS

• Significant leadership experience within a Microsoft Dynamics 365 consulting, professional services, systems integration, or similar technology services environment.
• Strong understanding of Microsoft Dynamics 365, with experience across both Customer Engagement / CRM applications and Finance & Operations / ERP applications.
• Strong working understanding of AI in the enterprise applications space, including Microsoft Copilot, Copilot Studio, agents, Azure AI, and the Microsoft data platform, and how AI changes client value and delivery economics.
• Proven experience leading a sizable consulting or professional services practice, business unit, or delivery organization.
• Demonstrated experience leading a business through a change in operating or business model, for example from time-and-materials services toward industry IP, managed services, recurring revenue, or outcome-based offerings.
• Demonstrated P&L ownership, including responsibility for revenue, margin, forecasting, utilization, workforce planning, and profitability.
• Proven experience building and leading high-performing teams.
• Demonstrated ability to establish expectations and successfully manage performance and accountability at both individual and leadership levels.
• Experience leading complex enterprise implementations and managing executive client relationships.
• Industry orientation, with the credibility to lead client conversations on business outcomes and industry challenges, not only on technology.
• Strong commercial judgment with experience supporting sales, solutioning, estimating, pricing, and contract discussions.
• A track record of driving execution at pace and turning strategy into measurable results within defined timeframes.
• Demonstrated ability to lead effectively through organizational change, competing priorities, and ambiguity.
• Strong executive presence and the ability to influence across functional and organizational boundaries.
• Excellent communication, decision-making, and problem-solving skills.

PREFERRED EXPERIENCE

• Experience operating within a global or matrixed consulting organization.
• Experience scaling a Microsoft Dynamics practice through periods of significant growth or transformation.
• Strong relationships within the Microsoft ecosystem.
• Experience developing industry-specific Dynamics solutions, accelerators, or go-to-market offerings.
• Familiarity with complementary Microsoft technologies such as Power Platform, Azure, Copilot, and related data and AI capabilities.
• Hands-on experience launching AI-enabled Dynamics 365 solutions or offerings, using Power Platform, Copilot, Azure AI, and related data capabilities.
• Experience building and commercializing industry IP, accelerators, or repeatable solutions that generate recurring revenue.

MEASURES OF SUCCESS

Success in this role will be reflected through:

• Achievement of revenue, margin, and profitability targets.
• Measurable progress in the AI-first transformation, including AI adoption across sales and delivery and the resulting productivity and margin gains.
• Growth in revenue from industry IP, AI-enabled solutions, and recurring revenue as a share of total practice revenue.
• Renewed momentum, with strategy translated into results at the pace the market requires.
• Healthy consultant utilization and resource capacity.
• Accurate forecasting and disciplined financial management.
• Strong client satisfaction and successful project outcomes.
• Improved delivery predictability and reduced project risk.
• Practice growth and pipeline conversion.
• Strong employee engagement and retention of high performers.
• Clear accountability and improved performance across the organization.
• Development of capable leaders and a sustainable succession pipeline.
• Effective collaboration between Sales, Delivery, People, Finance, and other business functions.
• A practice that operates with clear priorities, strong ownership, and a shared sense of purpose.