In the context of large-scale transformations, you are responsible for the delivery of D365 CE solutions involving multiple domains. This positions specifically will focus heavily on Customer Service module and to much lesser degree on Marketing module in a regulatory environment. Must understand and be able to demonstrate working on large enterprise accounts where there are interdependencies between departments, competing priorities, extensive documentation requirements and structured IT process exist and must be adhered to. You will gather CE requirements, map industry & 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 of multiple project teams to successfully implement CE solutions
- Groom requirements with client product owner/BA teams/Business
- Break down the work into management tasks
- Estimate the work on a Epic/Feature/User Story, Task levels
- Assign work to reports on stream
- Enable teams to deliver the work on time and within estimates
- Create and propose of solution architecture using primarily D365 CE and taking adjacent MS technologies into consideration
- Report on your streams progress, issues, risks at daily standups
- Triage bugs and assign reports to work on resolution
- Hone industry expertise by researching current sector risks, innovations and opportunities
- Business partnering with Director / VP level customers solving their CE challenges
Personal & Corporate Contributions
- (Can) own a domain (i.e. Customer Service) for CE in local entity by a.o. keeping up-to-date with the latest MS and market advancements
- Collaborate with cross-functional teams to leverage expertise and ensure high-quality project delivery
- Enhance internal utilization of and improvement of HSO project methodologies and delivery processes
- Share expertise by training others, instigating and in learning and knowledge-sharing initiatives
People & Culture Responsibilities
- Collaborate effectively with cross-functional teams and fostering a positive team culture
- Monitor and guide a diverse group of talent to achieve goals and deliver results for HSO and our customers
- Nurture career development of others through frequent, targeted conversations, coaching, managing performance 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 overall growth of HSO though successful 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, effectively manage customer relationships, 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. Besides coaching, steering and mentoring colleagues within HSO and based on your ambitions, track record, talent and current needs of HSO, you can be appointed in the role of Team Lead or Consulting Manager. Your ability to be already positioned as Senior Managing Consultant on customer engagements and exceeding your KPIs are fundamental to be promoted to the next level.
