Looking for a Practice Director to be an integral leader of the Microsoft Dynamics 365 Business Central Practice.
As a Practice Director, you will be responsible for the strategic leadership, operational management, and successful delivery of the Microsoft Dynamics 365 Business Central (D365) practice offerings. This role oversees a team of consultants and managers, drives revenue growth, ensures high client satisfaction, and develops best practices to deliver exceptional value to clients.
The Practice Director partners with internal Business Development (Client) & Account Management (AM) teams to drive D365 BC sales efforts, develop relationships with prospects and clients, and the leadership of consulting managers and consultants. The Practice Director will partner with the organization, creating additional business for the D365 BC team, while ensuring the staff is optimally utilized and delivering high-quality service to clients. The Practice Director provides ultimate vision, direction, and oversight, leading the overall practice functions. The Practice Director is expected to lead the team with the intent to operate a growth-oriented and financially healthy practice, where engagement risk is identified early and mitigated.
Your day might look like: - Define and execute the practice's strategic vision, align practice goals with overall organizational objectives, and identify market trends and growth opportunities.
- Ensure successful delivery of all BC projects and effectively manage associated issues and risks to ensure on-time and on-budget implementation delivery that meets clients' needs and requirements, leveraging on/offshore teams.
- Continually plan BC project delivery to achieve an optimal mixture of new business and services from existing clients.
- Provide monthly practice revenue commitment on a 3-month rolling basis per the monthly schedule.
- Drive individual and team-level utilization to achieve a minimum of 75% consistently.
- Maintain consistent and timely communication with BC team members to keep abreast of resource commitments, client issues, and concerns, and intervene appropriately as needed.
- Continuously coach and mentor consulting managers and all levels of consultants within the BC practice and actively ensure adequate staffing levels and team member engagement. Proactively partner with HR in BC recruitment efforts and champion the company within the industry to create and maintain a pipeline of qualified candidates, while investing in developing current BC team members to foster optimum engagement levels.
- Oversee performance management processes, including setting clear performance expectations, conducting regular reviews, providing constructive feedback, and supporting professional development to ensure individual and team goals align with organizational objectives.
- Proactively manage risk throughout all implementation phases, including client expectations, engagement complexity, quoted estimate, consultant skill level, and/or any additional areas that could impact deliverables, and leverage our implementation and quality assurance methodology.
- Partner with peers to continuously improve our RightPath methodology utilizing AI and emerging technologies.
- Promptly communicate, engage, and act, as appropriate, to remedy client satisfaction issues that may occur before, during, and after an engagement, escalating as necessary.
- Act as BC team/product lead; provide insight, direction, guidance, and mentorship on BC functionality and future roadmap.
- Actively seek out additional business opportunities within and outside our client base. This includes, but is not limited to, upgrades, additional modules, data integrations, management consulting services, or other non-Dynamics opportunities.
- Partner with Marketing, Sales, Client Account Management, and Vertical Practices to support BC sales efforts to new and existing clients; ensure accuracy of project proposals and final reports, and attend meetings with key client decision makers as needed
- Maintain knowledge of all our product offerings, including related ISV offerings. Keep current on product capabilities and limitations and how they may affect an implementation, including new releases, service packs, and feature packs.
- Participate in industry and company events that involve client contact as required, e.g., annual user group conferences or internal technical conferences
- Maintain a wide perspective, clearly understand how the BC practice fits within the larger company initiatives, and lead the practice accordingly.
- Drive delivery efficiencies leveraging emerging technologies such as AI & CoPilot, resulting in decreased time to value for our clients.
- Drive learning and enablement of high-value innovation throughout the BC team, focused on delivering CoPilot and other emerging technologies to our clients.
What you'll bring: - 4-year degree in business, MIS, Accounting, Engineering, or equivalent; Master's degree or CP plus
- 10+ years of consulting, management, or related experience in Professional Services, including technical leadership or technology role supervising technology professionals
- 5+ years of experience managing a team, including a proven track record of mentoring, coaching, and developing talent in a consulting environment
- 3+ years of project management experience
- Proven track record of successfully growing a Professional Services practice within a consulting environment
- Strong Profit and loss (P&L) experience
- Strong written and verbal communication skills and the ability to interact successfully with C-level executives
Expectations for Success: - Client retention and satisfaction (Net Promoter Score)
- Revenue growth from new and existing client accounts
- Profitability and efficiency at the practice and project levels
- Expansion of key client relationships and strategic partnerships
- Operational efficiency (cost savings and process improvements leveraging AI and emerging technologies)
- Practice utilization, profitability, and revenue growth (including cross-selling)
Key Performance Indicators: - Practice Line CAGR: Meet or exceed the revenue and margin CAGR for each practice set during the yearly budgeting cycle.
- Practice Gross Profit: Maintain a gross profit of at least 45% on all services.
- Utilization: Maintain a service team utilization of no less than 75%.
- Market Intelligence: Understand and document the industry trends affecting the company
- Client Net Revenue Retention: Maintain a client net revenue retention greater than 103%
- Client Churn: Maintain a client churn rate of less than 5%.
- Revenue from Strategic Accounts: Measure and report revenue from high-value clients quarterly.
- Net-Promoter-Score (NPS): Track, maintain, and report quarterly a NPS for the D365 BC practice of at least 30.
- Client References: Track, maintain, and publish a list of at least five client references for each established go-to-market.
- Client Referrals: Establish a culture of Raving Fans with no less than five client referrals per quarter.
- Service Write-offs: Ensure service excellence with no more than 1% total write-offs and non-billable hours.
