Job Description

My leading client has an immediate role for an experienced Incident Manager to join our Technology function, playing a critical role in ensuring the stability and performance of Dynamics 365 (Finance & Operations and Customer Engagement) within a healthcare or regulatory focused environment.

This role requires a strong understanding of the Microsoft technology stack, alongside proven experience managing incidents across complex, integrated enterprise platforms.

Are you calm under pressure, decisive in critical moments, and confident managing incidents across D365 and wider Microsoft technologies? If so, this is an opportunity to take ownership of business-critical systems that directly support healthcare service delivery.

The Role

As Incident Manager, you will lead the end-to-end incident management lifecycle, with a particular focus on D365 F&O and CE platforms, ensuring minimal disruption to both business operations and patient-facing services.

Key Responsibilities

Own and manage the full incident lifecycle across all priority levels

Act as the primary escalation point for incidents impacting D365 F&O and CE systems

Coordinate internal teams and third-party partners to drive rapid resolution

Assess and prioritise incidents based on business and healthcare service impact

Lead root cause analysis (RCA) and implement preventative improvements

Develop and enhance incident processes, playbooks, and documentation

Monitor trends across incidents, particularly within the D365 and Microsoft ecosystem

Provide clear, structured communication to stakeholders, including senior leadership

Collaborate across technology and healthcare teams to embed best practicesAbout You

You are a confident and proactive professional who thrives in high-pressure environments, with deep expertise across D365 and the wider Microsoft stack.

Strong stakeholder management skills with the ability to engage at all levels

Calm, methodical, and solutions-focused under pressure

Highly organised with excellent prioritisation and coordination skills

Strong analytical and problem-solving mindsetEssential Experience

Proven experience in incident management, IT service management, or technology operations

Strong hands-on experience supporting Dynamics 365 Finance & Operations AND Customer Engagement

Solid experience working within the Microsoft technology stack, including:

Azure services and cloud infrastructure

Power Platform (Power Apps, Power Automate, Power BI)

Microsoft 365 and integrated services

Experience operating within healthcare, life sciences, or highly regulated environments

Strong understanding of end-to-end business processes across finance, operations, and customer/patient engagement

Experience managing incidents impacting business-critical and patient-facing systems

Strong knowledge of ITIL frameworks, with ITIL v4 certification (or equivalent)Desirable

Experience integrating D365 with healthcare systems (CQC)

Knowledge of Azure integration services and data platforms

Experience working in 24/7 or high-availability environmentsIf you are available immediately, please give me a call

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