Microsoft Dynamics Consultant
Posted 1 day ago by Norton Blake
£83 Per hour
Inside
Hybrid
City Of London, England, United Kingdom
Summary: The role of Microsoft Dynamics 365 Functional Consultant involves leading the design and implementation of Customer Service and Field Service modules for large-scale enterprise projects. The consultant will work closely with business stakeholders to create scalable service operations and ensure effective case management and resource scheduling. The position requires extensive experience in Microsoft Dynamics CRM/D365 and a strong ability to engage with senior leaders. The role is based in London with a hybrid working arrangement.
Key Responsibilities:
- Lead discovery workshops with enterprise stakeholders
- Conduct Fit-Gap analysis and solution blueprinting
- Translate complex service processes into D365 configurations
- Design end-to-end case management and field service workflows
- Define enterprise service KPIs and SLA frameworks
- Manage case lifecycle, entitlements, and SLA configuration in Customer Service Module
- Configure Knowledge Management and Omnichannel (Chat, Voice, Social)
- Establish queue and routing rules, service analytics, and dashboards
- Configure Work Order lifecycle and Resource Scheduling in Field Service Module
- Optimize Resource Scheduling and manage Inventory & Asset
- Plan and validate data migration, coordinate UAT, and deliver training
- Support change management and work with technical teams on integrations
- Align with Governance & CoE
Key Skills:
- 6–12 years in Microsoft Dynamics CRM / D365
- Minimum 3–5 years in Customer Service and Field Service
- Experience in at least 2 large enterprise implementations
- Exposure to high-volume case environments
- Experience in Agile / SAFe programs
- Strong stakeholder engagement skills
- Ability to interact with senior business leaders
- Process-first mindset
- Strong documentation and presentation ability
Salary (Rate): £82.50/hr
City: City Of London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Microsoft Dynamics 365 Functional Consultant, London/Hybrid, £660/day (Inside IR35) We are looking for an experienced Microsoft Dynamics 365 Functional Consultant with deep expertise in Customer Service and Field Service modules. The ideal candidate must have delivered large-scale, multi-entity enterprise implementations and worked closely with business stakeholders to design scalable service operations.
Key Responsibilities
- Business & Solution Design
- Lead discovery workshops with enterprise stakeholders
- Conduct Fit-Gap analysis and solution blueprinting
- Translate complex service processes into D365 configurations
- Design end-to-end case management and field service workflows
- Define enterprise service KPIs and SLA frameworks
- Customer Service Module
- Case lifecycle management
- Entitlements & SLA configuration
- Knowledge Management
- Omnichannel configuration (Chat, Voice, Social)
- Queue & routing rules
- Service Analytics & dashboards
- Field Service Module
- Work Order lifecycle configuration
- Resource Scheduling & Scheduling Board
- Resource Scheduling Optimization (RSO)
- Inventory & Asset Management
- Preventive maintenance & service contracts
- Mobile workforce configuration
- Enterprise Delivery
- Data migration planning & validation
- UAT coordination & training delivery
- Change management support
- Work with technical teams on integrations
- Governance & CoE alignment
Required Experience
- 6–12 years in Microsoft Dynamics CRM / D365
- Minimum 3–5 years in:
- Customer Service
- Field Service
- Experience in at least 2 large enterprise implementations
- Exposure to high-volume case environments
- Experience in Agile / SAFe programs
Key Competencies
- Strong stakeholder engagement skills
- Ability to interact with senior business leaders
- Process-first mindset
- Strong documentation and presentation ability
Apply now for more information