Assistant Manager / Manager – Digital Applications (IT)

About the role

Deloitte is seeking an Assistant Manager or Manager to lead the support and continuous improvement of its Microsoft Dynamics 365 (D365) digital applications. You will act as the first point of contact for users, manage ticket lifecycles, and collaborate with global support teams to ensure high‑quality service delivery.

Key responsibilities

• Provide first‑line support for D365 applications, handling intake and ticket management in ServiceNow.
• Validate user tickets, assess severity, and resolve issues that can be addressed at the first level.
• Escalate complex tickets to the Deloitte India D365 support team via Azure DevOps when deeper investigation is required.
• Monitor and govern D365 tickets to meet priority targets and SLA commitments.
• Capture recurring issues and business context to drive application quality improvements.
• Conduct periodic reviews of user access and license utilization.
• Review and approve releases and code deployments through Azure DevOps.
• Support internal and external audit requirements related to the D365 application.
• Engage with Deloitte Finance teams and broader organization to expedite issue resolution.

Required profile

• Bachelor’s or Master’s degree in Engineering, Computer Science, MCA or equivalent.
• Minimum 8 years of experience in application development and support.
• Proven experience managing enterprise‑wide ERP/CRM applications, preferably Microsoft Dynamics 365.
• Strong understanding of ticketing processes and service‑level management.
• Ability to work collaboratively across global teams and communicate effectively with business stakeholders.

Required skills

• Microsoft Dynamics 365 (D365)
• ServiceNow ticketing platform
• Azure DevOps for release and code deployment management