D365 SCM Support Consultant in Manchester

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.

Purpose of the Role

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.

Key Responsibilities

• 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.
• Reporting & Service Improvement
• 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.
• 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 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 managing multiple customer accounts.
• Ability to hold credible conversations with technical and non‑technical stakeholders.

Desirable Skills

• Experience working for a Microsoft Partner or Systems Integrator.
• Experience supporting Dynamics 365 Finance & Supply Chain Management in live production environments.
• Exposure to ITIL‑aligned service management practices.
• Experience supporting or troubleshooting Power Platform solutions (Power Automate, Power Apps, Dataverse).
• Understanding of Azure‑based integrations, such as Logic Apps, Azure Functions and Service Bus.
• Experience investigating data and performance issues using SQL Server.
• Experience supporting reporting and analytics solutions, including SSRS and Power BI.
• Familiarity with LCS monitoring, issue analysis and environment management.
• Awareness of security, access control and data protection considerations in support scenarios.

• Industry or functional exposure in

• Finance
• Manufacturing
• Supply Chain Management
• Retail/Commerce
• Professional Services
• Personal Qualities
• Excellent communication and customer interaction skills.
• Ability to work under pressure and meet time limits.
• Self‑motivated individual.
• Logical mindset and ability to troubleshoot complex issues.
• Team player willing to be part of a team.
• Comfortable with travel from time to time for internal HSO meetings or customer visits.
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