IBA Level 7 ($151,625 - $177,655)
20 April 2025 increasing to ($157,690 - $184,761)
Brisbane or Sydney
Role:
The MS Dynamics 365 Lead reports to the Director, Technology Enablement and is responsible for the management of the team and technology releases pertaining to the new MS D365 instance.
The purpose of this role is to ensure that the MS D365 platform continues to evolve and adapt to the needs of our customers and internal staff.
The objectives of the role are to manage key person risk, ensure functional leadership across IBA for the platform and participate in the management of our managed service partner used to deliver fixes and enhancements to the platform.
This is a hands-on role that will require knowledge of the platform, understanding the way the platform is used by the business stakeholders and providing support and direction to deliver and support the new Dynamics365 cloud-based solution.
Once the new platform is live, this role will be pivotal in managing the ongoing health of the platform, working with business stakeholders to identify enhancements and triage issues and enhancements, and either develop and deploy changes or manage the delivery of enhancements and fixes using a managed service partner.
Key Responsibilities
Include, but are not limited to:
- Lead the delivery of prioritised Service and Change Requests until ITIL utilising ServiceNow.
- Management of all incidents related to the Dynamics 365 solution.
- Overseeing and undertaking data quality assessment and implementing features to improve data quality in the system.
- Lead the strategic roadmap and long-term planning for the Dynamics 365 solution, in alignment with organisational digital strategy and agency objectives.
- Build, develop and maintain effective working relationships with internal and external stakeholders, service providers and delivery partners.
- Development and maintenance of documentation for support and maintenance of the Dynamics 365 Platform.
- Ensuring smooth wave release implementations, guaranteeing that the system is patched and meets all cyber security requirements.
- Champion the implementation of platform-led digital transformation initiatives and drive organisational change management strategies, including training, to ensure successful adoption.
- Other duties as required.
Required Capabilities
Essential:
- Tertiary qualification in a relevant discipline (such as Business, IT, Financial, Banking) or significant equivalent workplace experience.
- At least 10 years’ IT experience, with at least 5 years managing and supporting a CRM platform.
- Strong agile delivery and hybrid delivery experience, working in a release management capacity.
- Relevant Microsoft Dynamics certification (MS Dynamics 365 Customer Service / Customer Experience).
Desirable:
- Strong transition to Service experience particularly in Service Now transition.
- Power Platform development experience.
- Experience integrating D365 into Fabric or other data platforms.
Skills and attributes:
- Ability to lead a platform team with diverse stakeholders, manage competing priorities, and drive the strategic direction of the platform in alignment with organisational goals.
- Strong skills in stakeholder management, maintaining key relationships with internal and external partners to ensure alignment on release strategies, goals and deliverables.
- Proven ability to make high-impact decisions in complex and ambiguous environments, applying critical thinking and sound judgement to overcome challenges.
- Exceptional verbal and written communication skills with the ability to interact, influence and negotiate effectively with both technical and non-technical stakeholders at all organisational levels.
- Strong advocacy for delivering a seamless and compelling customer experience, ensuring that release management processes align with end-user needs and expectations.
- Demonstrated ability to lead organisational change, fostering a culture of continuous improvement and adapting processes to align with broader strategic objectives.
- Expertise in identifying, assessing, and mitigating risks associated with release management and CRM system deployments, ensuring robust governance and compliance frameworks.
- Strong analytical skills with the ability to collect, interpret and present complex requirements or data in a clear and accessible format to support strategic decision-making.
- A proactive approach to process optimisation, identifying opportunities for innovation and enhancing the effectiveness of the CRM system.
Aboriginal and Torres Strait Islander Cultural Capability
- Awareness and understanding of Aboriginal and/or Torres Strait Islander societies and culture.
- Ability to liaise and communicate sensitively and effectively with Aboriginal and Torres Strait Islander staff.
Reference documentation: www.iba.gov.au
- About Us – Our Values
- About Us – Working at IBA
- About Us – News and Publications – Annual Reports
Further enquiries: Andrew.Morris@iba.gov.au or Jodi.Stapleton@iba.gov.au
Applications: Online via Jobs - Indigenous Business Australia (iba.gov.au) or mail to: IBA Recruitment, PO Box 650, Fyshwick ACT 2609
Closing date: 29 April 2025
Please Note: Emailed applications will not be accepted.
If you have any issues in filling out the form below, please contact ibarecruitment@iba.gov.au
