Managed Service Support Consultant: D365 Supply Chain Management & Manufacturing

Purpose of the Role: 

The Managed Services support consultant is a role within the HSO managed services industry focused customer team model, responsible for delivering 2nd and 3rd line application support, both reactive and proactive, to HSO customers 

As part of the customer team, you will deliver high-quality 2nd and 3rd line application support to HSO customers, ensuring support tickets are managed and resolved within contracted SLAs, and that a high level of customer satisfaction is consistently achieved. 

Due to the nature of this role, you will be required to have broad knowledge of Dynamics 365 Finance, Supply Chain Management and Retail, including finance, trade and logistics, warehousing, procurement and sourcing and retail components.  An understanding of the wider Microsoft stack, including Azure services, data pipelines, integrations, and the Power Platform, is also desirable 

Success in this role requires a proactive approach anticipating the needs of customers and customer teams, and providing timely insights, data, and reporting. You will directly influence how HSO UK Managed Services operates and will play a critical part in driving customer satisfaction and business growth through continual improvement our services, highlighting required procedure changes and maintaining customer environments to a high standard. 

Key Responsibilities: 

Support Delivery: 

• Provide prompt and professional 2nd and 3rd line application support to the HSO Customers base according to SLA and Support Contracts 

• To log incident calls using the HSO Call Logging system 

• Ensure all support calls are effectively managed with minimum disruption to the customer. 

• Support issues are responded to and resolved to plan and/or within agreed timescales. 

• Take end-to-end ownership of support tickets assigned to you 

• Provide regular feedback to customers regarding the progress of support call status  

• Test, own allocated developments/fixes before delivering to customers 

• Work as part of the customer team 

• Engage in cross team knowledge transfer to ensure best use of staff resources  

• Ensure end to end ownership of support tickets assigned to you 

• Work with Customer Teams and account managers to identify and support opportunities for enhanced support, optimisation, monitoring, automation, or advisory services to those customers assigned to the SMO 

• Support all HSO teams with customer conversations providing structured, value-led conversations rather than reactive services 

• Assist with pre-sales support input with customer opportunities from time to time where required 

• Communicate progress updates to relevant parties both formally and informally 

• Build lasting working relationships, build trust and rapport with stakeholders, focusing on service excellence 

• Support Major Incident management activities, including technical investigation and clear, timely customer communication 

• Always represent HSO in a professional and positive manner and to always adhere to health and safety policy, and other requirements relating to care of equipment 

Reporting & Service Improvement: 

• Support customer team in gather insights on support tickets and application health to present at customer service reviews 

• Support customer team in collecting and data to identify opportunities to improve customer environments and applications 
  
• Support customer team with recommend service adjustments or enhancements based on engagements with customers 
   
• You actively engage in communication with your Customer Teams to support customer and service improvement, potential opportunities, and any issues at customer site. This includes regular status updates, addressing concerns, and ensuring that all parties are informed and aligned on objectives and timelines 

• Support customer teams in collecting and analysing data to improve service offerings and highlight any areas for growth services or new service offerings 

Compliance & Internal Governance: 

• Ensure timely completion of internal processes in accordance with the Company Handbook 

• Work in alignment with HSO’s Quality System, ISO27001 and GDPR policies 

• Ensure support tickets and customer interactions comply with HSO standards and governance 

• Carry out reasonable additional duties as required and agreed with the Customer Team Manager 

Experience & Skills:  

• Experience supporting Dynamics 365 FSupply Chain Management or Manufacturing modules.  

• Must have a logical mind set and the ability to trouble shoot complex issues 

• Ability to translate technical details into customer language 

• Strong written skills for ITSM tooling updates, emails to customer and internal update or escalations comms 

• Has worked in a managed service environment  

• Strong interpersonal and communication skills for liaising with both customers and internal stakeholders 

• Excellent time management, prioritisation and organisation skills when managing multiple customer accounts  

• Ability to hold credible conversations with technical and non-technical stakeholders