Dynamics 365 Support Manager

We’re ASOS, the online retailer for fashion lovers all around the world. We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. The Finance Tech Team is evolving to support substantial business growth with ambitious plans. As part of ASOS Tech, we are key business partners for Finance and are now expanding into Supply Chain capabilities to enable end-to-end operational excellence. Our mission is to ensure disciplined evolution, data integrity, process efficiency and control across our financial and supply chain applications, while delivering an excellent service to our wide customer base. We continuously support business change, explore innovative solutions to Finance and Supply Chain requirements, and restlessly identify improvements to existing controls, systems and processes to maximise potential and benefit.

The Role

As Dynamics Support Manager, you will be responsible for the live service health, change control and audit readiness of ASOS's Finance Technology estate, with Microsoft Dynamics 365 Finance & Operations as the primary platform. The team is also accountable for support across the wider portfolio of Finance systems, including SAP Concur (expenses) and other ancillary Finance applications, though ticket volumes outside Dynamics are typically low and light-touch. You will ensure the estate is reliable, secure, well-controlled and continuously improving, providing clear leadership across L1/L2 support, release management and vendor partnerships. You will lead a blended team of ASOS perm staff and 3rd party offshore partners, operating a 24/7 support model that triages, resolves and escalates incidents in line with agreed SLAs. You will own the release cadence and change control process for Dynamics changes, ensuring deployments are predictable, well-governed and audit-evidenced. You will play a central role in audit readiness, ITGC compliance and risk management, ensuring our Finance systems meet internal control standards and are operated with a strong security and resilience mindset.

Service Operations & 24/7 Support Leadership

• Own the end to end support service across the Finance Technology estate, with D365 F&O as the core platform and lighter touch coverage of other Finance systems such as SAP Concur.
• Lead L1 triage and L2 resolution, with clear escalation paths to L3 engineering and vendor support.
• Operate a 24/7 support model across internal staff and third party offshore teams in multiple time zones, with consistent quality, coverage, and SLA performance.
• Be accountable for production service performance, including availability, resilience, recoverability, and incident response.
• Lead incident and problem management, ensuring root causes are addressed and improvements tracked through to closure.
• Maintain operational readiness for peak trading, financial close, and audit periods.

Change Control & Release Management

• Own the release cadence and change control process for all D365 F&O changes, ensuring deployments are predictable, well tested, and properly governed.
• Chair change advisory activity for Dynamics, balancing delivery momentum with platform stability and risk.
• Plan and deliver patching, upgrades, and vendor releases safely, with appropriate testing, rollback plans, and stakeholder communication.
• Maintain consistent ways of working, planning discipline, and release governance across in house and offshore teams.
• Ensure every change is traceable end to end, covering request, approval, test evidence, deployment, and post implementation review.
• Be accountable for ITGC compliance across the Dynamics estate, including access management, change management, computer operations, and segregation of duties.
• Drive continuous improvement of IT controls and the quality of evidence available for internal and external audit.
• Partner with Internal Audit, Risk, Security, and Finance to maintain robust controls, resilience, and secure operations.
• Build audit readiness into ways of working rather than treating it as a last minute activity, owning evidence cadence, control testing, and remediation.
• Manage technology risks within the Dynamics support remit and embed a strong controls mindset across the team.

Line Management

• Line manage a blended team of internal support specialists and third party offshore partners operating across multiple time zones.
• Set clear expectations, provide regular feedback, and invest in development and career growth for in house colleagues.
• Manage offshore partner performance against agreed scope, SLAs, and quality standards.
• Oversee recruitment, onboarding, performance management, and retention within the support team.
• Build an inclusive, accountable, and service focused team culture.
• Manage the offshore support partner relationship, including contracts, scope, performance, and renewals.
• Maintain a strong understanding of Microsoft Dynamics roadmaps and influence outcomes in line with the Finance Technology strategy.
• Improve cost transparency and measurable service outcomes across the support function.

Stakeholder Management

• Build constructive relationships with Finance, Technology, and the wider business, continuously managing stakeholder expectations on service performance, change delivery, and risk.
• Translate technical issues into clear business impact, options, and recommendations.
• Communicate progress, risks, and incidents clearly and proportionately.
• Identify and deliver improvements to support tooling, automation, knowledge management, and runbooks to reduce ticket volume and time to resolve.
• Use service data and trends to prioritise improvement work and demonstrate impact.
• Promote a culture of learning from incidents and sharing knowledge across the team.

We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 2 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.

Qualifications Experience & Expertise

• Proven experience leading Microsoft Dynamics 365 F&O support teams, including blended onshore and offshore models. D365 F&O is the primary skillset and platform focus for this role.
• Strong working knowledge of ITIL service management disciplines, including incident, problem, change, and release management.
• Experience owning ITGC compliance and partnering with internal or external auditors on change management, access, and operations controls.
• Experience operating a 24/7 support model with clear SLA, escalation, and on call frameworks.
• Familiarity with adjacent Finance systems such as SAP Concur or comparable expense and AP platforms, sufficient to oversee support coverage rather than perform deep technical work.
• Working knowledge of D365 F&O ALM, Azure DevOps, and the wider Microsoft Azure ecosystem (Data Factory, Logic Apps, SSRS, SSIS, Power BI) is desirable.
• Strong people leadership across mixed internal and third party teams.
• Confident communicator with senior Finance and Technology stakeholders.
• Experience managing third party offshore vendors against contracted scope, performance, and quality.
• Comfortable acting as an escalation point for complex support and operational issues.

Operational Excellence & Controls

• Deep understanding of service operations, incident management, and resilience.
• Strong security and controls mindset, comfortable working closely with Audit and Risk teams.
• Experience embedding governance and change control without slowing delivery.
• Calm under pressure, with a strong sense of ownership during incidents and audit windows.

Additional Information

• Employee sample sales.
• 25 days paid annual leave + an extra celebration day for a special moment.
• Discretionary bonus scheme.
• Private medical care scheme.
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits.
• Opportunity for personalised learning and in‑the‑moment experiences that enable you to thrive and excel in your role.