CRM and Power Platform Support Lead

CRM and Power Platform Support Lead is a permanent role at Lrqa in United Kingdom, posted 7 Oct 2026.

Job ID:44525Location:Birmingham : 1 Trinity Park : Bi  Position Category:Information TechnologyPosition Type:Employee RegularRole Purpose:
The OneCRM & Power Platform Support Lead is accountable for the stability, security and ongoing development of the organisation's Microsoft Dynamics 365 CRM and Power Platform applications. Sitting within the Application Support Team, the role ensures these platforms reliably support day-to-day business operations and continue to evolve in line with changing business requirements.
 
The role holder leads the day-to-day management of the support teams, overseeing the resolution of incidents and defects and the delivery of enhancements within agreed service levels, while contributing hands-on technical expertise where required. The role acts as a technical consultant to the development and architecture teams on larger, strategic changes, and works with business partners to identify and prioritise opportunities to automate inefficient processes.
 
The role is also responsible for platform governance, ensuring all applications remain compliant with organisational policies and standards, and for enhancing monitoring capability to enable proactive alerting and minimise business impact. The scope covers Microsoft D365, power Platform, Power Apps, Power Automate and associated bespoke applications.
 
Accountabilities:
 
Service Delivery Ownership

Team Management – Oversee the day-to-day management of the support team, ensuring tickets are addressed within SLA. Deal with escalations and help to prioritise work where conflicts appear.
Platform Maintenance – Ensure the configuration, optimisation and administration of the platforms are kept up to date with the latest service packs, ensuring they are tested and signed off, and exploiting enhancements where possible. Make sure the platforms are safe and secure.
Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues and minimising service disruptions.
Monitoring – Apply monitoring to detect issues proactively before the user is aware of any impact

 
Business & Stakeholder Alignment

Collaboration – Work with cross-functional teams, including security operations and other business units, to facilitate effective communication and align IT service delivery with strategic goals.
User Support and Training – Provide training and support to users of the solutions, fostering a culture of self-service and knowledge-sharing.

 
Governance, Risk & Oversight

Change Management – Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with security requirements and business priorities.
Audit – Continuous audit of processes, user groups and permissions, system stability and performance, including SLA monitoring and review, and audit of system logs and general user activity.
Documentation and Reporting – Create and maintain detailed documentation for all processes, produce regular performance and compliance reports, and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.

 
M&A / Project Delivery Oversight

Development – Scope requirements, implement and enforce best practices aligned with the Agile framework to create new service areas, and configure workflows and automation rules for process efficiencies.
Integrations – Implement and configure integrations with other business tools using APIs, webhooks and plugins.

 
Continuous Improvement

Process Improvement – Identify opportunities for process enhancement within the platform, applying best practices to boost operational efficiency, service quality and end-user satisfaction, and conduct regular assessments for optimisation.

 
What You'll Bring:
 
Professional Skills

Strong attention to detail and excellent customer service orientation
Ability to work both autonomously and as a team player

 
Technical Skills

A good understanding of the Microsoft 365 roadmap, and the ability to evaluate its applicability for business productivity solutions
Automation using model-driven and canvas apps
Understanding of security principles and practices, ensuring confidentiality, integrity and availability of data, D365 services and Power Platforms
Ability to manage workload with Azure DevOps and automate testing and releases
Able to configure monitoring toolsets to ensure the stability of solutions is transparent and reacted to
Experience working with Azure CI/CD including repo version control and enterprise ALM processes.

 
Desirable / Nice-to-Have Skills

Innovative thinker
Agile
Critical thinking and attention to detail
Ability to perform under pressure
Business acumen
Stakeholder management

 
Experience and qualification:
 
Essential Experience

Over 5 years of team management experience
Proven and demonstrable experience administering Microsoft Dynamics 365 and developing applications
Proven experience of Power Platform apps, including Data Flow structures
Experience working on dynamic, agile teams with the ability to deliver on multiple workstreams
Experience integrating third-party applications with Dynamics 365 apps
Experience with integrations and migration paths from on-prem solutions to Microsoft 365

 
Desirable Experience

CAB process following ITIL standards.
Strong knowledge of data, data models, data migration, data quality, ideally with Dataverse.
Understand licensing strategy
Ai Technology delivery

 
 
Who are LRQA?   
 
LRQA is a leading global assurance partner, combining deep industry expertise with innovative solutions to help organizations manage risk, improve performance, and drive sustainable growth.     
 
Operating in over 50 countries with a team of 2,500+ professionals, we support more than 60,000 clients worldwide through assurance, certification, cybersecurity, inspection, and training services.  
 
Our purpose is simple: to help businesses build a safer, more secure, and more sustainable future.     
 
 
What We Offer:   
 
Join a global team where your expertise is valued and your development is supported. We offer a collaborative work environment, opportunities for professional growth, flexible working arrangements where applicable, a competitive salary aligned with the market, and a comprehensive benefits package.     
 
 
Pre-Employment Checks:   
 
If you are successful in securing a role with us, we may carry out pre-employment checks, as permitted by local law, including verification of identity, right to work, employment history, education, and criminal records where applicable. These checks are conducted by our trusted screening partner, Cfirst, in compliance with applicable data protection laws. Any personal data collected will be used solely for recruitment purposes, stored securely, and retained only as required.     
 
For questions about the screening process, contact [email protected] 
 
For queries regarding your personal data, contact [email protected] At LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.
 
We belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.
 
Guided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here. 
 
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