Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The Managed Service Team Lead exists to ensure our Dynamics 365 Business Central customers receive a responsive, reliable service that protects their operations and builds confidence in Infinity.
You’ll lead the day-to-day performance of the BC Managed Services team, take ownership when complex issues or escalations arise and help the team solve more problems without immediately relying on Professional Services.
This is a hands-on leadership role combining customer judgement, Business Central expertise and commercial awareness. Your focus will be on improving resolution quality, developing the team and ensuring customers see clear value from their managed service.
What success looks like:
Lead team performance and capability
Set clear priorities and service standards for the BC Managed Services team. Coach people to strengthen their Business Central knowledge, consulting judgement, customer communication and ownership.
Understand the team’s workload, capacity and capability, then address gaps through structured development, mentoring, knowledge sharing and relevant certification.
Own complex issues and escalations
Act as the first point of escalation for Business Central customer, technical and delivery concerns.
Establish the facts, assess the business impact and drive a clear resolution plan. Provide hands-on guidance on complex incidents and service requests, resolving issues within Managed Services wherever practical.
When Professional Services support is required, ensure the problem, investigation history, evidence, priority, customer impact and expected outcome are clearly defined
Protect service quality and customer confidence
Oversee incidents, requests, changes, backlogs and aged work to ensure customer commitments remain on track.
Make sure customers receive timely, straightforward communication, particularly during service disruption or escalation.
Work with Service Delivery and Account Management to understand customer priorities, risks and opportunities to improve value.
Strengthen commercial control
Help the team distinguish between managed-service support, chargeable change and project work.
Identify work that falls outside the agreed scope early, protecting delivery capacity while ensuring the customer is directed towards the right solution and commercial route.
Improve how the service operates
Use service data, customer feedback and recurring issues to identify where the service needs to improve.
Strengthen documentation, known-error records and the BC knowledge base so that problems can be resolved faster and more consistently. Standardise or automate processes where this creates a clear service benefit.
Connect Managed Services and Professional Services
Improve the flow of knowledge between project delivery and ongoing support.
Ensure new Business Central solutions and changes are handed into Managed Services with the context, documentation and ownership needed to support customers effectively.
The kind of problems you’ll solve:
A critical Business Central issue is disrupting a customer’s operation and needs clear ownership, diagnosis and resolution.
An escalation has passed between teams without a defined problem, priority or accountable owner.
The support backlog is growing and the team needs stronger decisions around impact, urgency and capacity.
A recurring issue is being repeatedly fixed without its underlying cause being addressed.
A customer has lost confidence because communication has been unclear or progress has been too slow.
The team lacks the Business Central knowledge or judgement to resolve more complex secondand third-line cases.
A customer request sits outside the agreed service scope and needs to be handled without creating delivery or commercial risk.
A solution is moving from Professional Services into Managed Services without enough knowledge transfer or support readiness.
What sets you apart:
You take ownership when the answer is unclear and stay accountable until the right outcome is reached.
You understand Business Central well enough to challenge assumptions, guide investigations and make sound escalation decisions.
You balance customer urgency with business impact, contractual scope and commercial reality
You remain calm under pressure and turn complex technical problems into clear choices and actions.
You coach people rather than simply stepping in and solving every issue for them.
You use evidence and service data to identify risk, set priorities and improve performance.
You are comfortable moving between team leadership, customer conversations and hands -on problem-solving.
You build strong working relationships across Managed Services, Professional Services, Service Delivery and Account Management.
Your impact:
On the business
You create a more capable and scalable Business Central managed service, reducing avoidable escalations, protecting delivery capacity and identifying commercial opportunities or scope risks earlier.
On customers
You give customers confidence that their Business Central environment is supported by a team that understands their operation, communicates clearly and owns problems through to resolution.
On team performance
You raise the standard of troubleshooting, customer judgement and accountability across the team.
Knowledge is shared, recurring issues drive improvement and more problems are resolved effectively within Managed Services.
What it's like here:
Ambitious, but not political
High standards, but pragmatic
People who care about doing things properly — not just hitting numbers
You’ll get:
Real ownership of how sales evolves
Freedom to change things that don’t work
A team open to being challenged and developed
Direct access to leadership and influence over direction
Communication
Delivery
Leadership
Pay
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