D365 SCM Support Consultant

Managed Service Support Consultant: D365 Supply Chain Management & Manufacturing

HSO is a global Microsoft solutions partner focused on delivering cost‑effective implementations and 24/7 managed services to customers worldwide. This role supports the Managed Services customer team in securing a high level of customer satisfaction through 2nd and 3rd line application support for Dynamics 365 Finance, Supply Chain Management and Retail.

The Managed Services support consultant provides proactive and reactive application support, ensuring support tickets are managed and resolved within contracted SLAs. This includes anticipating customer needs, delivering insights, data, and reporting, and influencing the delivery of managed services to drive business growth.

• Provide prompt and professional 2nd and 3rd line application support to the HSO customer base according to SLA and support contracts.
• Log incident calls using the HSO call logging system.
• Ensure all support calls are effectively managed with minimum disruption to the customer.
• Respond to and resolve support issues 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.
• 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 on customer opportunities from time to time where required.
• Communicate progress updates to relevant parties both formally and informally.
• Build lasting working relationships, 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 the care of equipment.

• Support the customer team in gathering insights on support tickets and application health to present at customer service reviews.
• Support the customer team in collecting and analysing data to identify opportunities to improve customer environments and applications.
• Recommend service adjustments or enhancements based on engagements with customers.
• Actively engage in communication with your customer teams to support customer and service improvement, potential opportunities, and any issues at the 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 analyzing data to improve service offerings and highlight any areas for growth services or new service offerings.

• Ensure timely completion of internal processes in accordance with the Company Handbook.
• Work in alignment with HSO’s Quality System, ISO
  27001 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 supporting Dynamics 365 Finance & Supply Chain Management or Manufacturing modules.
• Logical mindset and ability to troubleshoot complex issues.
• Ability to translate technical details into customer‑friendly language.
• Strong written skills for ITSM tooling updates, emails to customers, and internal updates or escalations communication.
• Experience 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…