Senior D365 Customer Service Functional Consultant

Role Overview

We are looking for a Senior Dynamics 365 Customer Service Functional Consultant to support a integral service transformation programme. The role is approximately 90% D365 Customer Service functional and process focused and 10% business-facing.

The successful candidate will have strong hands-on experience with the standard D365 Customer Service application, alongside a solid understanding of end-to-end customer service processes within a manufacturing environment. This role requires a proactive consultant who can challenge existing processes, drive standardisation, and translate business requirements into standard Dynamics 365 solutions while minimising unnecessary customisation.

You will work closely with business stakeholders, solution architects, developers, and project teams to ensure the successful design, delivery, and adoption of customer service processes and solutions. Regular presence in the Antwerp office is strongly preferred.

Key Responsibilities

- Own and optimise end-to-end customer service processes within Dynamics 365 Customer Service.
- Translate business requirements into standard D365 functionality, promoting best practices and minimising unnecessary customisation.
- Design and improve processes covering case management, service requests, contracts, entitlements, SLAs, interventions, quotations, approvals, and invoicing.
- Lead functional workshops, requirements-gathering sessions, and process-mapping activities.
- Define user stories, functional requirements, and acceptance criteria,



while supporting backlog refinement.
- Work closely with technical teams and solution architects to ensure solutions align with agreed business processes.
- Identify process gaps, challenge legacy ways of working, and drive process harmonisation.
- Support testing, deployment, user adoption, and change management activities.
- Act as a trusted functional advisor to senior service stakeholders.

- Essential Experience

- Strong hands-on Dynamics 365 Customer Service experience is mandatory. Generic CRM experience alone will not be sufficient.
- Proven experience implementing and configuring the standard D365 Customer Service module.
- Strong understanding of customer service, case management, and service operations.
- Experience with process mapping, optimisation, and business transformation initiatives.
- Ability to translate business requirements into practical and scalable D365 solutions.
- Strong stakeholder management, communication, and workshop facilitation skills.
- Confidence in constructively challenging stakeholders and driving improved ways of working.
- Experience within manufacturing or industrial service organisations is highly desirable.
- Power Platform experience must include D365 Customer Service implementations; generic Power Apps experience alone is not sufficient.
- Experience with other Customer Service platforms such as Salesforce Service Cloud, ServiceNow CSM, Zendesk, Genesys, Freshworks, or similar would be an advantage.
- Ability and willingness to work regularly from the Antwerp office.

📌 Dynamics 365 ce - functional consultant. (España)
🏢 Vivid Resourcing
📍 España