Annata operates a general support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week.The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management.The Support Delivery Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager.As a Delivery Lead you will be involved in dealing with supporting standard Microsoft Dynamics F&O;, CE and the Annata A365 solution.This will include working on support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes.Also assisting with requests and small changes that are aligned to the needs of our Customers and Partners as part of their continuous improvement projects.In addition, you will be assigned to a number of customers and partners, becoming their main day-to-day contact.You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates.Role:1. Management of customer issues throughout the whole support lifecycle:Ability to triage a support ticketAble to follow support processesApplying knowledge to be able to replicate and progress the ticketEffective communication to the customer and internally with colleaguesCompleting standard documentationPrioritization of workTicket turnaround to ensure that customer SLAs are metLogging tickets through to 3rd parties as/when requiredResponsible for completing internal acceptance testing of fixes and solutions2. Maintain customer and partner engagement with regular calls to discuss ticket updates and requests.3. Manage the D365 service updates when applicable.4. Manage customer Business as Usual (BAU) releases when applicable.5. Customer change requests – Involved in completing functional design d