CRM Manager Enquiry Management

Edinburgh, UK
Jun 30, 2020
Jul 30, 2020
Contract Type
Full Time
Job Type
Would you like to work at one of the best Universities in the world, responsible for establishing the technical service for Customer Relationship Management to support prospective student enquiry management at the University?

We are looking for an experienced and motivated IT service professional to join our existing Service Management Team to provide operational management and support through the customisation and configuration of the Microsoft Dynamics platform. You will also provide support and administration for related Microsoft 365 services.

We are seeking someone with excellent technical and effective communication skills who can communicate directly with internal stakeholders to understand their needs in order to manage and enhance the service.

With a track record of successfully providing service within a user focussed environment you will be expected to shape the design, development and support of the Dynamics Relationship Management Service across the University. You will also be key to contributing to the governance and support service model using an ITIL Service Management approach and providing technical expertise and guidance.

This post is offered on a full time and open-ended basis.
Salary: £33,797 - £40,322 per annum

For information on what it is like to work in the Information Services Group at the University, follow this link:

Informal enquiries to: Dawn Dodd (

We anticipate interviews will be held in the week commencing 17th August 2020. You will be notified by email whether you have been shortlisted for interview or not.

Closing date: 21st July 2020 at 5pm (GMT).

1. Job Details

Job title: CRM Service Manager - Student Enquiry Management (Open-Ended)

School/Support Department: ISG Applications Directorate

Unit (if applicable): Service Management Section

Line manager: Collaboration Services Team Manager

2. Job Purpose

To work as part of the Collaboration Services Team to provide service management and technical support for the Prospective Student Enquiry Management Customer Relationship Management (CRM) platform and support for related Microsoft 365 services. This will include overall technical and primary system administration responsibility for the Dynamics Platform including providing technical support to users. The role will additionally require the post holder to work closely with the team responsible for the business service delivered to users. The role will include the initiation and the development of the CRM service to support the strategic goals of the University.

The post is offered on a full-time (35 hours per week), open ended basis.

3. Main Responsibilities
  • Service Support and Administration of the technical Dynamics Platform which will include user account maintenance, custom reports, workflows and dashboards. The role will also be responsible for managing incidents, service and change requests (Approx % of time 30%).
  • Management and continual improvement of ITIL processes for the CRM Service including Incident, Problem, Request and Change. Responsibility for supporting Service Change Advisory Board, including evaluation and preparation of changes for review, developing change solutions, providing technical guidance and evaluation reports (Approx % of time 10%)
  • Work closely with the Business Service to define and document the service including OLAs (Approx % of time 10%)
  • Create, implement and maintain service plans and good quality application support documentation, service definitions and design packages, Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and roadmaps in line with the ITIL framework.(Approx % of time 5%)
  • Involvement in projects to develop the service on the Dynamics Platform (Approx % of time 5%)
  • Technology Roadmap - evaluating the upcoming releases of Dynamics and provide detailed information of how changes will affect the community (Approx % of time 5%)
  • Microsoft 365 Support and Administration. Working closely with the Service Manager responsible for Microsoft 365 this role will provide additional support and take forward specific developments to improve the service (Approx % of time 35%)

  • 4. Planning and Organising

    • Responsible for keeping abreast of Dynamics Roadmap and potential upcoming changes, advising and updating the business area
    • Close working with Microsoft 365 service managers to determine priorities for service
    • Maintain relationships with partners across the University, planning meetings and communications as required
    • Overall responsibility for producing documentation relating to technical solutions including support documentation
    • Manage and prioritise workload within agreed timescales to ensure deadline dates are met
    • Operational planning and prioritisation of systems support activity. Implementation of continual service improvement practices, capturing lessons learned and developing procedures for section and department process improvements.
    • Formulation, analysis and recommendations within monthly service reports to IS Applications and Business Service Owner

    5. Problem Solving
    • Troubleshooting technical issues with the Dynamics Environment and Microsoft 365 that arise seeking to establish root cause and identify, recommend and deliver feasible solutions and improvements
    • Use specialist technical expertise and judgement to analyse and propose innovative solutions to complex problems, working with the Service Team Leader to document Known Errors and the provision of workarounds, and solutions. Develop Knowledge Base articles to transition technical information to Service Team
    • Provide specialist advice and recommendations on CRM capabilities and CRM best practice to support informed decision making
    • Resolves conflicts of prioritisation and task scheduling both independently and with Service Owners in order to maximise resource efficiency and meet/exceed user expectation

    6. Decision Making
    • Contributes to CRM Governance and advises on best practice based on process and policy
    • Advises on technical integrations of Dynamics
    • Advises on Dynamics permissions model, security access and compliance requirements
    • Ensures that 3rd party products integrated with Dynamics are secure and compliant
    • Contributes to Microsoft 365 decision making with the Service Manager holding overall responsibility
    • Provides specialist/professional technical advice and recommendations to business partners within University
    • The post holder operates with a large degree of autonomy and day-to-day problems are generally handled within the remit of the role, with only more serious issues being escalated as required.
    • Approaches change in a positive, flexible and enthusiastic manner.

    7. Key Contacts/Relationships

    • Close working relationship with Prospective Student Enquiry Management Business Team, Service Operations Team and Vendor to ensure successful management of the Service
    • Close working relationship with the Service Managers responsible for Microsoft 365 providing backup support
    • Works closely with Business Support to determine and advise on technical requirements and solutions and manage expectations
    • Regular contact with the Head of Service Management, Collaboration Services Team Managers, Service Team Lead and Service Owners
    • Close working relationships with Service Team within Service Management and Helpline within User Services Group as a main liaison for technical incidents and service requests
    • Works closely with other sections within the Applications Directorate both working on projects as well as knowledge sharing in the development of the service

    8. Knowledge, Skills and Experience Needed for the Job


    • Completion of a degree or equivalent level qualification in an appropriate field or equivalent relevant experience in a similar or related role

    • Relevant Dynamics Certification
    • Relevant Microsoft 365 Administration Certification
    • IT Service Management qualifications such as ITIL


    • Significant experience and proven success in IT service management
    • Detailed operational knowledge & technical experience gained supporting CRM solutions
    • Track record of delivering excellent customer service
    • Experience in building strong professional relationships in the workplace
    • Work independently with members of the user community to define and document development requirements
    • Knowledge and demonstrable experience of Dynamics CRM Administration

    • Experience of working in Higher Education in an IT service management role
    • Experience of Dynamics CRM technical support experience gained in a Higher Education environment
    • Knowledge and demonstrable experience of administration of Microsoft 365 environment
    • Experience of Microsoft 365 administration and support gained in a Higher Education environment
    • A working knowledge of University administration, business processes, systems and software

    Knowledge, Skills and Competencies

    • Excellent communication (written, verbal and presentational) skills
    • Excellent organisational skills
    • Ability to assess priorities and manage competing deadlines both independently and as a member of a team
    • Knowledge of Customer Relationship Management

    • Track record of successful delivery of provision of service within a demanding user focused environment
    • Awareness and understanding of the ITIL (IT Infrastructure Library) framework and how it can be applied
    • Ability to assess the impact of new requirements of Dynamics and all upstream and downstream applications, systems and processes
    • Understanding of project management methodology and processes, demonstrating experience and ability for effective estimation, planning, business analysis and testing
    • Knowledge of O365 administration
    • Knowledge of PowerApps and Flow

    Personal Attributes

    • Outstanding communication skills including the ability to liaise with Senior Stakeholders, also End Users and deliver training for other team members, in particular the Service Team responsible for triaging 2nd line support
    • Capable of working with limited supervision exercising a high degree of initiative and demonstrating a pro-active and flexible approach to work
    • Demonstrable influencing skills developed on Dynamics and Microsoft 365 related projects
    • Written skills - proven ability to use clear, concise language specific for the purpose and audience in particular for technical documentation including Knowledge Base articles
    • Demonstrates the customer focus to develop and maintain effective working relationships
    • Proven ability to work co-operatively in a small team environment
    • Flexibility - demonstrates ability to be adaptive and accepting of new ideas and a willingness to approach new challenges and adjusts plans to meet new priorities

    • Creativity - ability to think laterally and develop new ideas and initiate new ways of working
    • Good problem solving ability demonstrating flexibility and adaptability

    9. Dimensions
    • Expert responsibility for service delivery of the Customer Management central service to the whole University including a staff community of 9700 FTE, a student community of over 39000, visitor community of up to 4000 FTE and an alumni community of over 100000.

    10. Job Context and any other relevant information
    • This is an exciting time of growth and development of the Customer Relationship Management Service within the University of Edinburgh. The post requires wide ranging knowledge and is technically complex and challenging as issues arising may not have been experienced before.

    Application Procedure

    All applicants should apply online by clicking the apply link at the bottom of this page and submitting an up to date CV. The application process is quick and easy to follow, and you will receive email confirmation of safe receipt of your application. The online system allows you to submit a CV and other attachments.

    We anticipate interviews will be held in the week commencing 17th August 2020. You will be notified by email whether you have been shortlisted for interview or not.
    The closing date is 5pm (GMT) on 21st July 2020.

    Right to Work

    In accordance with UK legislation the University of Edinburgh, as an employer, has a legal responsibility to prevent illegal working and therefore must check that all employees are entitled to work in the United Kingdom (UK).

    To do so, the University requires to see original documents evidencing right to work in the UK before commencement of employment and this is normally carried out at interview. Details will be provided in any letter of invitation to interview.

    For further information on right to work please visit our right to work website

    In the circumstances where the vacancy does not meet the UK Visas and Immigration (UKVI) criteria for sponsorship the successful applicant must have the existing right to work in the UK or individual circumstances which enable permission to work to be obtained.

    For further information about whether you require a visa and other visa routes please visit the GOV.UK website

    Conditions of Employment

    Pension Scheme
    This role is grade UE07 and therefore the post holder is automatically included in membership of the Universities Superannuation Scheme (USS), subject to the USS membership criteria, unless they indicate that they choose not to join the Scheme.

    For further information please visit our Pensions website .


    The role is grade UE07 and attracts an annual salary of £33,797 to £40,322 for 35 hours each week. Salary is paid monthly by direct transfer to your Bank or Building Society account, normally on the 28th of the month. Salaries for part-time staff are calculated on the full-time scales, pro-rata to the Standard Working Week.

    The University reserves the right to vary the candidate information or make no appointment at all. Neither in part, nor in whole does this information form part of any contract between the University and any individual.
    var links = document.querySelectorAll(".targetLink"), i, j, aTags, string; for(i=0; i Applications Division The Applications Division develops, implements and supports IT to meet the complex and demanding needs of the University's staff and students. The division works with a wide range of colleagues in research, teaching and support to turn their requirements into effective solutions and this includes work such as developing web sites and integrated workflows for complex business processes. It is also involved in the procurement and implementation of package solutions.

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