Role description
The MSD CRM Project Manager will be responsible for the end-to-end planning, execution, governance, and successful delivery of Microsoft Dynamics CRM (MSD CRM) implementation projects. The role requires strong leadership, stakeholder management, project governance, risk management, and CRM delivery experience to ensure projects are delivered on time, within budget, and in alignment with business objectives.
The Project Manager will act as the primary point of contact for customer leadership, business stakeholders, and project teams, ensuring effective coordination across functional, technical, testing, and deployment workstreams.
Key Responsibilities
Project Planning & Delivery
- Lead end-to-end MSD CRM implementation projects from initiation through go-live and hypercare support.
- Define project scope, objectives, timelines, milestones, deliverables, and resource plans.
- Develop and maintain detailed project plans, schedules, and delivery roadmaps.
- Ensure project deliverables meet agreed scope, quality, budget, and timeline commitments.
- Monitor project progress and proactively address schedule variances and delivery risks.
Stakeholder Management
- Serve as the primary interface between customer stakeholders and project delivery teams.
- Manage relationships with business sponsors, leadership teams, product owners, and IT stakeholders.
- Facilitate steering committee meetings, governance reviews, and executive status reporting.
- Ensure timely decision-making and resolution of project escalations.
Team Leadership
- Lead cross-functional teams comprising Business Analysts, CRM Developers, Solution Architects, QA Analysts, and Integration Specialists.
- Allocate resources effectively and manage team utilization.
- Foster collaboration, accountability, and high-performance team culture.
- Provide guidance, coaching, and support to project team members.
Project Governance
- Establish project governance frameworks and reporting mechanisms.
- Track project KPIs, milestones, risks, issues, dependencies, and action items.
- Maintain project documentation, status reports, RAID logs, and governance artifacts.
- Ensure adherence to organizational project management standards and methodologies.
Budget & Commercial Management
- Manage project budgets, effort tracking, and resource forecasts.
- Monitor project financial performance against approved budgets.
- Track change requests and assess impact on scope, timelines, and costs.
- Support contract, SOW, and commercial discussions with customer stakeholders.
Risk & Issue Management
- Identify project risks, dependencies, and potential roadblocks.
- Develop mitigation plans and contingency strategies.
- Manage escalations and drive timely resolution of critical issues.
- Ensure proactive communication of project risks to stakeholders.
Quality & Compliance
- Ensure adherence to CRM implementation best practices and quality standards.
- Review project deliverables and quality metrics regularly.
- Support testing, UAT, deployment, and production readiness activities.
- Ensure compliance with security, audit, and regulatory requirements.
Change Management & User Adoption
- Support organizational change management initiatives.
- Ensure business readiness for CRM adoption.
- Oversee training, communication, and user enablement activities.
- Drive successful transition to support and operations teams post go-live.
Required Skills
Project Management
- Strong expertise in managing large-scale CRM implementation projects.
- Experience in project planning, execution, monitoring, and governance.
- Proficiency in Agile, Scrum, Waterfall, and Hybrid delivery models.
- Strong understanding of project lifecycle management.
CRM & Technology
- Good understanding of Microsoft Dynamics CRM (MSD CRM) architecture and capabilities.
- Experience managing CRM implementation, migration, and enhancement projects.
- Knowledge of integrations, data migration, testing, and deployment processes.
- Familiarity with Power Platform, Azure services, and enterprise applications.
Stakeholder & Communication Skills
- Excellent client-facing and stakeholder management skills.
- Strong negotiation, presentation, and communication abilities.
- Ability to engage with senior leadership and executive stakeholders.
- Strong conflict resolution and decision-making capabilities.
Tools
- Microsoft Project
- Azure DevOps
- Jira
- Microsoft Office Suite
- Power BI (preferred)
Preferred Skills
- Experience in Mutual Fund, Asset Management, Banking, Insurance, or Financial Services domains.
- Experience managing multi-vendor and distributed delivery teams.
- Exposure to CRM AMS (Application Management Support) and transformation programs.
- Knowledge of ITIL and service management practices.
Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology, Business Administration, or related discipline.
- MBA preferred.
- PMP, Scrum Master, or Agile certifications preferred.
- Microsoft Dynamics CRM certifications are an added advantage.
Key Deliverables
- Project Charter and Delivery Plan.
- Project Schedule and Resource Plan.
- Governance Reports and Executive Dashboards.
- Risk, Issue, and Dependency Logs.
- Status Reports and Steering Committee Updates.
- Change Request Assessments.
- Go-Live Readiness and Transition Plans.
- Project Closure Report.
Skills
project management,agile,project planning,scrum master,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
