Managed Services - Business Lead Consultant

About HSO:

HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing world-class, 24/7 proactive managed services to customers worldwide. As a full-service Microsoft Partner, we hold all six Microsoft Cloud Partner Program Solution Designations across Business Applications, Data & AI, Digital App & Innovation, Infrastructure, Modern Work, and Security. For over 21 years, we have been a proud member of Microsoft’s Inner Circle—an elite group representing the top 1% of global partners—and we are also recognised as a Microsoft FastTrack Partner, ensuring high-quality implementations and successful adoption of Microsoft Cloud solutions.

At HSO, our people are our greatest asset. We are committed to employee wellbeing, professional growth, and creating an environment where everyone can thrive. Through the HSO Academy, we provide continuous training, certification, and career development opportunities. Our comprehensive wellbeing offering includes Tonic & Me, Care First, the Wellness Hub, and a network of trained Mental Health First Aiders. HSO’s Mental Health Policy promotes openness, early support, and the reduction of stigma around mental health and wellbeing. We focus on building a great place to work through trust, connection, fairness, and strong employee engagement. Our aim is to create a supportive, psychologically safe environment where colleagues feel valued, empowered, and able to perform at their best.

About Managed Services:

HSO Managed Services helps customers get the most out of their Microsoft Application and Cloud environments by improving how they work, innovate, and grow. We provide our customers with 24/7 management of their applications, Data & AI, and Azure platforms. Our teams work globally to deliver real business impact, strengthening security, improving processes, speeding up innovation, and helping customers become more adaptable and competitive. At HSO, you’ll work with the latest Microsoft technologies, be part of a culture of continuous improvement, and play a key role in helping organisations support and transform their business.

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 partnerships 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 optimisation 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 optimisation 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 customers 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 customers 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:

• Hands-on software implementation experience with Dynamics 365 F&O in a Consulting role across multiple clients OR similar experience working within a specific industry – with experience across the wider F&O modules.
• Expertise in providing consultancy over multiple modules in a 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.

Desirable Skills:

• Experience working for a Microsoft Partner or SI.
• Exposure to ITIL, service management, or customer success frameworks.
• Understanding of long-term support, optimisation, and platform evolution models.
• Has worked in a managed service environment and assisted in development of new service offerings.
• Industry knowledge of Finance or Professional Services.
• Project Management Experience.

Personal Qualities:

• Excellent Communication and Customer Interaction Skills.
• Ability to work under pressure and meet time limits.
• Self-motivated individual.
• Must have a logical mindset and the ability to troubleshoot complex issues.
• Ability to Manage Customer Expectations.
• Team player willing to be part of a team as well as help teams grow and foster.