Practice Director

Role Overview

The Microsoft Dynamics 365 Enterprise Practice Director is responsible for the overall leadership, performance, growth, and profitability of the Dynamics 365 Customer Engagement (CE) and Finance & Operations (F&O) practice across Canada and the United States, in partnership with the Global Service Centers (GSC).

The Practice Director will lead the transformation of the D365 Enterprise division into an AI-first world, reshaping how the division sells, delivers, and creates value, and moving the business away from selling hours toward scalable, IP-led, AI-enabled client outcomes.

This is a business leadership position with responsibility for AI-first transformation, people, client success, delivery excellence, growth, and P&L performance.

Why This Role, Why Now

The D365 Enterprise business needs a reset in how it leads and executes, and this role sits at the center of it.

• The strategy is not changing. The opportunity is real, but realizing it depends on stronger execution.
• Momentum has been lost in some areas, and the market is moving quickly.
• Client expectations are shifting toward industry understanding, measurable outcomes, and AI-enabled transformation.
• The business is moving toward a model less dependent on selling hours and more driven by industry IP, AI-enabled solutions, recurring revenue, and scalable client outcomes.

Key Responsibilities

Practice Leadership & Strategy

• Own the overall strategy, direction, and performance of the Microsoft Dynamics 365 CE + F&O Enterprise Practice.
• Establish clear priorities, operating expectations, and measurable goals for the practice.
• Translate company strategy into actionable plans and align delivery, sales, customer success, and functional leadership.
• Build a culture of ownership, accountability, collaboration, and continuous improvement.

AI-First Transformation

• Lead the transformation of the D365 Enterprise division into an AI-first business.
• Embed AI across how the division sells, delivers, and supports clients, including Microsoft Copilot, agents, Azure AI, and AI-enabled delivery tooling.
• Partner with sales and solution leaders to build industry-focused, AI-enabled offerings.
• Define and track measures of AI adoption and its impact on productivity, client outcomes, and profitability.
• Ensure AI is used responsibly, securely, and with appropriate governance.

People Leadership & Accountability

• Lead, coach, develop, and hold practice leaders and team members accountable for performance and results.
• Address performance or accountability issues promptly, directly, and consistently.
• Develop leadership capability and succession plans across the practice.
• Identify talent gaps and partner with People and Talent Acquisition on workforce planning and hiring.

Financial & P&L Ownership

• Own the financial performance and P&L of the practice.
• Develop and manage annual budgets, forecasts, revenue targets, margin expectations, and workforce plans.
• Monitor key financial and operational indicators, including revenue, gross margin, utilization, billability, and forecast accuracy.
• Grow recurring and non-hours-based revenue, including industry IP, managed services, and AI-enabled solutions.

Delivery Excellence

• Maintain executive oversight of significant Microsoft Dynamics 365 CE and F&O implementations and client engagements.
• Ensure appropriate delivery governance, methodology, quality standards, and risk management practices are applied.
• Partner with delivery leaders to identify projects at risk and establish recovery plans.
• Promote scalable and repeatable delivery practices.

Client Leadership

• Serve as an executive sponsor and trusted advisor for strategic clients when required.
• Build strong relationships with senior client stakeholders and help resolve complex delivery, commercial, or relationship challenges.
• Position the practice as an industry-focused, AI-enabled transformation partner.

Operational Excellence

• Establish a consistent operating rhythm for reviewing practice performance, including financials, people, delivery, pipeline, capacity, and risk.
• Use data to identify trends, challenge assumptions, and drive decisions.
• Simplify processes and build structures that allow the practice to scale.

Leadership Expectations

The successful candidate will:

• Own the outcome and take responsibility for practice performance.
• Lead the AI-first shift and challenge the team to rethink how work gets done.
• Execute with pace and restore momentum where it has been lost.
• Create clarity from ambiguity and make decisions using available information.
• Hold people accountable and address missed expectations directly.
• Build alignment across diverse teams and lead through others.
• Be commercially minded and communicate transparently.

Required Experience & Qualifications

• Significant leadership experience within a Microsoft Dynamics 365 consulting, professional services, systems integration, or similar technology services environment.
• Strong understanding of Microsoft Dynamics 365 across both Customer Engagement / CRM and Finance & Operations / ERP applications.
• Strong working understanding of AI in the enterprise applications space, including Microsoft Copilot, Copilot Studio, agents, Azure AI, and the Microsoft data platform.
• Proven experience leading a sizable consulting or professional services practice, business unit, or delivery organization.
• Demonstrated experience leading a business through a change in operating or business model, such as from time-and-materials services toward industry IP, managed services, or outcome-based offerings.
• Demonstrated P&L ownership, including responsibility for revenue, margin, forecasting, utilization, workforce planning, and profitability.
• Proven experience building and leading high-performing teams.
• Experience leading complex enterprise implementations and managing executive client relationships.
• Industry orientation, with the credibility to lead client conversations on business outcomes.
• Strong commercial judgment with experience supporting sales, solutioning, estimating, pricing, and contract discussions.
• Strong executive presence and the ability to influence across functional and organizational boundaries.
• Excellent communication, decision-making, and problem-solving skills.

Preferred Experience

• Experience operating within a global or matrixed consulting organization.
• Experience scaling a Microsoft Dynamics practice through periods of significant growth or transformation.
• Strong relationships within the Microsoft ecosystem.
• Experience developing industry-specific Dynamics solutions, accelerators, or go-to-market offerings.
• Familiarity with complementary Microsoft technologies such as Power Platform, Azure, Copilot, and related data and AI capabilities.
• Experience building and commercializing industry IP, accelerators, or repeatable solutions that generate recurring revenue.

Measures of Success

• Achievement of revenue, margin, and profitability targets.
• Measurable progress in the AI-first transformation, including AI adoption and resulting productivity and margin gains.
• Growth in revenue from industry IP, AI-enabled solutions, and recurring revenue.
• Healthy consultant utilization and resource capacity.
• Strong client satisfaction and successful project outcomes.
• Development of capable leaders and a sustainable succession pipeline.
• A practice that operates with clear priorities, strong ownership, and a shared sense of purpose.