D365 CE, Lead Consultant

HSO Group B.V.; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

HSO Group B.V. seeks a D365 CE Lead Consultant to drive large-scale Dynamics 365 Customer Engagement transformations with a focus on Customer Service and cross-domain integration in a regulated environment.

You will gather CE requirements, map business processes, and lead multi-disciplinary teams to deliver solutions aligned with modern Microsoft technologies. A strong enterprise track record is essential.

Qualifications

• Proven experience delivering D365 CE solutions in large enterprise settings.
• Strong ability to gather requirements and translate them into architecture.
• Demonstrated leadership of cross-functional delivery teams.
• Experience with regulatory environments and risk management.

Responsibilities

• Lead delivery of D365 CE solutions across multiple domains with emphasis on Customer Service.
• Coordinate project teams and groom requirements with product owners and business teams.
• Develop and propose CE architectures; align with Microsoft technologies.
• Report progress, risks and issues in daily stand-ups and governance forums.
• Contribute to commercial activities including RFPs and client workshops.
• Coach and mentor junior staff and promote knowledge sharing.

Skills

D365 CE

Project Management

Stakeholder Management

Requirements Gathering

Architecture Design

Team Leadership

Tools

Azure DevOps

Power Platform

Job description

D365 CE Lead Consultant

Responsibilities and Activities

In the context of large-scale transformations, you are responsible for the delivery of D365 CE solutions involving multiple domains. This position will focus heavily on the Customer Service module and, to a much lesser degree, the Marketing module in a regulatory environment.

You must understand, and be able to demonstrate experience working on, large enterprise accounts where there are interdependencies between departments, competing priorities, extensive documentation requirements, and structured IT processes that exist and must be adhered to.

You will gather CE requirements, map industry and business processes, and propose business solutions that suit the customer’s IT landscape. You will lead functional and technical project teams towards successful implementation following your architectural design. You will also play a substantive role in commercial activities, such as creating thought leadership, contributing to RFPs, and building strong customer relationships.

Requirements

Technical Skills & Knowledge

• Coordinate multiple project teams to successfully implement CE solutions
• Groom requirements with client product owner, BA and business teams
• Break down the work into manageable tasks
• Estimate the work at the Epic, Feature, User Story and Task levels
• Assign work to reports on your stream
• Enable teams to deliver the work on time and within estimates
• Create and propose solution architecture using primarily D365 CE, taking adjacent Microsoft technologies into consideration
• Report on your stream’s progress, issues and risks at daily stand-ups
• Triage bugs and assign reports to work on resolution
• Hone industry expertise by researching current sector risks, innovations and opportunities
• Partner with Director- and VP-level customers to solve their CE challenges

Personal & Corporate Contributions

• Own a CE domain (e.g., Customer Service) in the local entity by, among other things, keeping up to date with the latest Microsoft and market advancements
• Collaborate with cross-functional teams to leverage expertise and ensure high-quality project delivery
• Enhance internal use and improvement of HSO project methodologies and delivery processes
• Share expertise by training others and instigating learning and knowledge-sharing initiatives

People & Culture Responsibilities

• Collaborate effectively with cross-functional teams and foster a positive team culture
• Monitor and guide a diverse group of talent to achieve goals and deliver results for HSO and our customers
• Nurture the career development of others through frequent, targeted conversations, coaching, performance management and mentoring
• Develop others through team supervision on projects and/or as direct reports (HR responsibility / Team Lead role, if applicable)

Commercial & Business Acumen

• Nurture relationships with customer decision-makers, influencers and key users
• Contribute to the overall growth of HSO by spotting and acting on cross-selling and up-selling opportunities
• Participate in sales meetings and customer workshops

Career Development

To progress to the next level, you should demonstrate the ability to lead complex projects independently, manage customer relationships effectively, and contribute to the growth of the business. Developing advanced technical and business knowledge and expanding your industry expertise will be essential for moving forward.

You will coach, steer and mentor colleagues within HSO. Depending on your ambitions, track record and talent, and on HSO’s current needs, you may be appointed Team Lead or Consulting Manager. To be promoted to the next level, you need to already be working as a Senior Managing Consultant on customer engagements and to exceed your KPIs.