Microsoft Dynamics Consultant

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