Managed Service Support Consultant: D365 Supply Chain Management & Manufacturing
About HSO:
HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing worldclass, 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 well-being. 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 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
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
- Manufactuing
- 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
- Must have a logical mind set and the ability to trouble shoot 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.
