Microsoft Dynamics 365 Enterprise Practice Director

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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