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Application Maintenance Support Lead (CRM) | Contract - MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD
MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTDIslandwide, SG18 hours ago
Job descriptionAct as the primary point of contact for stakeholders across business and IT for all AMS-related matters. Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders. Collaborate with CRM functional leads, business analysts, and development teams to support business objectives. Lead and manage onsite / offshore support teams, ensuring effective handovers, communication, and workload distribution. Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations. Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination. Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams. Ensure proper documentation, knowledge base updates, and adherence to governance frameworks. Degree in Computer Science, Information Systems, or a related field. 7+ years of experience in IT with at least 3 years in an AMS leadership role. Solid hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like sales and customer service. Experience working in the banking or financial services domain is required. Excellent understanding of ITIL processes and AMS best practices. Proven experience managing support for integrations with core banking systems, third-party apps, and data services. Excellent stakeholder engagement, communication, and team leadership skills.
Roles & Responsibilities
We are seeking a highly motivated and experienced AMS Lead to oversee the Application Maintenance and Support (AMS) operations for multiple CRM projects in the banking domain, built on Microsoft Dynamics 365. The ideal candidate will be responsible for ensuring the stability, performance, and ongoing enhancement of CRM systems that support core banking operations. This role requires expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore / offshore support teams.
AMS Delivery & Operations
- Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
- Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.
- Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.
Client & Stakeholder Management
Team & Vendor Coordination
Continuous Improvement & Enhancements
Job Qualifications :
We respect your privacy and all communication will be treated with confidentiality. If you wish to know more about this position or explore other roles, please prepare your updated profile and get in touch with carolyn.mendoza@manpower.com.sg | Personnel Reg No. : R1105160 | EA License : 02C3423
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Tell employers what skills you have
CRM
Leadership
Dynamics
Customer Engagement
Vendor Coordination
Trend Analysis
Microsoft Dynamics 365
Stakeholder Engagement
Team Leadership
Banking
ITIL
Stakeholder Management
Financial Services
Service Delivery
Customer Service Experience
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Application Contract • Islandwide, SG
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