Role summary
The Service Line Portfolio Delivery Lead, CE is responsible for leading the delivery strategy and execution for a portfolio of Dynamics 365 CRM and Power Platform solutions. This role focuses on driving predictability, governance, operational discipline, and risk mitigation within the Customer Engagement (CE) portfolio. The Lead will partner with various stakeholders, including Service Line leaders, Engagement Managers, and Sales teams, to enhance portfolio performance, client satisfaction, and team effectiveness. Key responsibilities include managing portfolio risk, providing direct leadership for complex engagements, mentoring project and engagement leaders, and developing a strong project management pipeline. The role also involves supporting presales activities, evaluating work proposals, and managing key performance indicators like utilization and capacity planning, while ensuring adherence to delivery standards and quality controls. Experience within the Microsoft Dynamics 365 or Power Platform ecosystem is essential.
As a Service Line Portfolio Delivery Lead, CE you can expect to...
Lead delivery strategy and execution for an assigned Customer Engagement (CE) portfolio spanning Dynamics 365 CRM and Power Platform solutions, driving delivery predictability, governance rigor, operational discipline, risk mitigation, and effective prioritization.
Partner with Service Line leaders, Engagement Managers, and Engagement Directors to strengthen portfolio performance, client satisfaction, delivery execution, team effectiveness, and overall portfolio health.
Own portfolio risk and escalation management, enabling timely intervention, executive decision-making, and recovery planning for challenged engagements.
Provide direct leadership and delivery oversight for large, strategic, complex, or at-risk CRM and customer engagement transformation engagements, including delivery direction, solution guidance, subject matter expertise, and engagement leadership as needed.
Build Service Line delivery capability by mentoring project and engagement leaders, strengthening core delivery competencies, and developing future delivery leadership.
Partner with HR, Talent Acquisition, business leaders, and Learning & Development to align hiring, onboarding, team formation, skills, certifications, and career development with delivery demand and strategic priorities.
Develop a strong project management leadership pipeline and scalable team structure that supports succession planning, rapid onboarding, sustained billability, and Service Line growth.
Collaborate with Sales, solution leaders, Account Leadership, and delivery teams on presales activities, solution shaping, and project estimation to develop scalable, client-centered outcomes.
Evaluate proposed work against Service Line capability and capacity, delivery readiness, risk tolerance, and margin expectations before commercial commitments are finalized.
Drive utilization, capacity planning, resource allocation, forecasting, and KPI performance while reinforcing delivery standards, methodologies, quality controls, governance compliance, and operating efficiency across the consulting function. You’re great at...
Leading complex CRM and customer engagement solution delivery portfolios with a strong focus on profitability, client outcomes, delivery health, and sustainable growth.
Identifying delivery risks, guiding executive-level decisions, and developing effective recovery plans for challenged engagements.
Building trusted partnerships across Sales, Finance, Operations, Talent, Delivery, and Service Line leadership.
Coaching project and engagement leaders while building scalable teams and future leadership capability.
Balancing client-centered solution development with delivery capacity, margin expectations, readiness, and risk tolerance.
Using forecasting, utilization, resource allocation, and performance indicators to improve portfolio health and delivery continuity.
Establishing consistent delivery practices, governance standards, methodologies, and quality controls.
Strengthening processes, team performance, and operational efficiency across a consulting organization.
Applying industry trends and emerging technologies across CRM, customer experience, and business applications to help Service Line offerings remain innovative, competitive, and aligned with market demand. Sound interesting? If so, you’ll have...
Experience leading the delivery performance, profitability, client outcomes, and overall health of a portfolio of CRM or customer engagement technology engagements.
Experience providing leadership on large, strategic, complex, or at-risk client engagements.
Demonstrated experience with portfolio risk management, executive escalation, and engagement recovery planning.
Experience partnering across Sales, Finance, Operations, Talent, and Delivery functions.
Experience mentoring project and engagement leaders and developing project management leadership capability.
Experience supporting presales, solution shaping, project estimation, and delivery-readiness evaluation.
Knowledge of capacity planning, resource allocation, utilization, forecasting, and portfolio KPI management.
Experience implementing or reinforcing delivery governance, methodologies, quality controls, and operational standards.
An understanding of how delivery capability, capacity, risk, and margin expectations influence commercial commitments and portfolio performance.
Experience within the Microsoft Dynamics 365 Customer Engagement or Power Platform ecosystem, with an understanding of CRM implementation and solution delivery. The Perks
We offer competitive pay with a performance-based bonus. Our employees also enjoy unlimited paid time off and a flexible and affordable benefits program designed to help you be and stay well, including: medical, dental & vision coverage, flexible spending accounts, health reimbursement account, and a 401(k) plan with a company match. Additionally, you’ll have the benefit of working alongside enthusiastic and energetic teammates in a dynamic and thriving environment.
HSO is an Equal Opportunity Employer.
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