Managed Service Business Lead Consultant 

Purpose of the Role: 

The Managed Services Business Lead Consultant known as a “BLC” (internal Bnext position 5.3 Lead Technical Consultant) is part of the UK managed services industry customer teams and plays a critical role in building long term partnership with our customers ensuring we deliver value through changes and improvements. This role partners closely with Account Management and Customer Teams to identify optimisation and continuous improvement opportunities building a backlog of work as well as assisting with service or project opportunities. 

The role is focused on being a trusted advisory to those customers within the industry customer team engaging with customers on business process improvement and optimization through Microsoft technology. This role requires a deep understanding of managed services operations and the ability to drive value for our clients.   

As a BLC you will be an integral part of the customer team, providing expert advice on business process optimization using Microsoft technology. You will support team colleagues in resolving disruptions and propose improvements to prevent future issues.  

A proactive approach to client service, demonstrating the ability to anticipate client needs and provide innovative solutions is key in this role. This role offers the opportunity to make a significant impact on client operations while working within a dynamic, collaborative customer team environment. The Business Lead Consultant will play a crucial role in driving client satisfaction and business growth through expert advice and strategic technology implementation.  

Key Responsibilities: 

Backlog Ownership, Creation and Delivery: 

• Act as a lead consultant to plan the optimisation roadmap 

• Work with customer to build a roadmap of continuous improvement and engagement to assist in meeting the managed services targets for optimisations against our customer base 

• Liaise with clients in order to analyse business processes, clarify customer requirements and determine the scope of required solution 

• Business Process design/mapping and documentation 

• The creation of high quality and sustainable client solutions 

• Serve as a managed service solution specialist building strong relationships with customer assigned to the customer team, becoming a trusted advisor  

• Work with Customer Teams and account managers to identify upsell and cross-sell opportunities based on customer maturity, usage and evolving needs 

• Work with Customer Teams and account managers to position additional services such as enhanced support, optimisation, monitoring, automation, or advisory services 

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

• Deliver high quality business and software application services to clients 

• Deliver and implement Dynamics D365FO and AX 

• Leading implementation streams through to delivery and initial post Go-Live support • Lead customer focused streamed solution playback sessions and perform fit gap analysis 

• Communicate progress updates to relevant parties both formally and informally 

Commercials and Pricing: 

• Ensure all managed service proposals are delivered with accurate and competitive pricing using the latest HSO managed services pricing calculators and cost models  

• Ensure proposals are commercially viable, consistent and aligned to HSO’s approved services and delivery models  

• Delivery and creation of clearly articulated scope documentation to customer and HSO teams, identifying all service in and out of scope  

• Support deal governance, approvals and internal handover into delivery 

Stakeholder Collaboration: 

• Maintain strong collaboration with Industry Leads, wider Service lines, customer teams and Global Managed Services teams 

• Meet customer expectations of business knowledge, skills and behaviour 

• Work closely with Customer Team and Technical SMEs to validate scope and approach 

• Act as the bridge between technical teams and commercial stakeholders 

• Support consistent messaging across sales, pre-sales, and delivery 

• Contribute to the continuous improvement of Managed Services offerings and collateral 

• Promote awareness of additional and new services that customers may require or benefit from 

• Research and validate customer needs to support accurate solution design and scoping 

• Assist HSO managed service team with contract changes including drafting changes and pricing amendments 

• Proactively identify potential new service offerings and work creatively with stakeholders to develop effective new solutions 

Reporting & Service Improvement: 

• You actively engage in communication with your Customer Team Manager and customers to manage expectations regarding business improvement progress at customers, 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 and governance requirements 

• Ensure all deals are compliant with HSO management authorisations rules 

Experience & Skills:  

• 4+ years of hands-on software implementation experience with Dynamics 365 F&O in a Consulting role with 5+ years additional experience OR 4+ years working within a specific industry – Finance or ProServ 

• Expertise in providing consultancy over multiple modules in an D365FO / AX environment 

• Experience with Dynamics D365FO / AX in a Consulting or End User role  

• Adept at Business Requirement Analysis  

• Dynamic 365 F&O Certification in at least one key area e.g., Finance, Manufacturing, Distribution and Trade  

• Experience in assisting customers build continuous improvement road maps to ensure their investment in the Microsoft stack remains relevant and utilises as much of the new functionality as possible  

• Willingness to travel to support customers' requirements on site Proven experience in a Pre-Sales, Solution Consulting, or Commercial role within Managed Services 

• Strong background in Microsoft-based solutions, ideally Dynamics 365 and Azure 

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

• Comfortable discussing pricing, scope and value with customers 

• Strong written skills for proposals, statements of work and service descriptions 

• Confident presenter in customer-facing discussions and internal forums 

• Structured, analytical thinker with attention to detail