Your D365 F&O Project Team: Champs or Chumps?
Learn How To Tell Apart A Dream Team From a Nightmare Squad
Introduction
Who do you really need for a D365 F&O implementation? Sure, there are a handful of roles that pop up in nearly every implementation playbook, but here’s the kicker: nobody tells you what the capable ones look like.
Sure, you can trust your instinct, or a recruiter, or your system integrator’s team, or a nicely crafted CV, or migratory birds patterns… but there is no guaranteed that the people you find are the right ones. In fact, I bet you have no clue how to tell apart a competent D365 F&O expert from an incompetent one.
The solution? This article. And the content is not what you think.
I’ll walk you through some of the usual suspects in terms of roles, but I will point out what makes for a star player (the champs) and who could turn your project into a nightmare (the chumps), across three key groups:
- The leadership team
- The operational team
- The support team
In short, this article is a guide to give you a head start to select your implementation team… or, erm, to understand who should go already.
All while keeping it engaging, with a touch of witty humour. Ready to go?
Wait — before we begin, I should manage your expectations.
A disclaimer
I like to be transparent, so let me tell you what this article is not:
- This article is not a sales pitch. There is no hidden agenda here. My goal is not to tell you how our experts are better than the others. Actually some roles are outside of our area of expertise — our specialty is solving D365 F&O functional issues, just look around the website for more details (end of the sales pitch).
- This article is not a playbook. I have intentionally left out any reference to parties. Splitting the roles between client team and system integrator team generates an “us vs them” mentality, which leads to lack of ownership and siloed responsibilities. A D365 F&O implementation should always be a collaborative effort.
- This article is not an exhaustive list. Every company is different, and pretending that there is a universal dream team for a D365 F&O implementation is not only arrogant, but also misleading. My aim is to give you an understanding of what (in)competent professionals look like, not to write an academic paper.
All clear? Great, now we’re really ready to go!
Leadership roles
First up, we have the leadership team. They provide governance to the implementation, setting direction, securing resources, and ensuring overall project success. These individuals operate at a strategic level, making high-impact decisions that shape the entire implementation journey.
Effective leadership can make the difference between a D365 F&O implementation that barely reaches go-live and one that truly modernises the business, as part of a wider digital transformation. These roles are your heavy hitters, who ensure the project is a priority at the highest levels and that it’s steering in the right direction from start to finish.
We will consider three key roles in the leadership team:
- Project sponsor
- Change manager
- Solution architect
Let’s see how to tell apart the heroes from the zeroes.
Project sponsor
The project sponsor is typically a senior executive who champions the D365 F&O implementation. They use their significant influence to secure the budget, gain the necessary resources, and make critical decisions. The sponsor makes sure that the project aligns with the organisational strategy and keeps its priority within the company.
Champ
The champ project sponsor is deeply invested in the D365 F&O implementation, recognising its crucial role for the organisation. They regularly attend project updates and seek feedback from various team members. They’re quick to make decisions that steer the effort in the right direction, thanks to their clear understanding of priorities.
The champ project sponsor:
- Is thoroughly involved in the project, making impactful decisions
- Seeks to understand project developments, even if they lack technical knowledge
- Is not afraid to wield their influence to keep the project on course
Chump
The chump project sponsor is too busy to care about the D365 F&O implementation, viewing it as “just another IT project”. Their sponsorship is merely nominal, so they only care about monthly updates. They are content with whatever decision the team makes… unless it’s a request for more funds.
The chump project sponsor:
- Is absent, only showing up at the project kick-off out of obligation
- Fails to provide direction, leaving others to determine what’s important
- Believes that “sponsorship” is funding a sport event for brand visibility
Change manager
D365 F&O implementations are transformational, so the change manager oversees the people-side of the project by developing and executing strategies to prepare the organisation for new processes and systems. This includes communication planning, stakeholder management, and facilitating the transition to new ways of working.
Champ
The champ change manager understands that people are more likely to accept change when they feel heard and involved. They actively engage with key users across departments, fostering open communication and gathering genuine feedback. They recognise that change can be difficult, but know that high adoption minimises disruption.
The champ change manager:
- Proactively guides the change journey, engaging with key users
- Promotes communication, preventing people from feeling excluded
- Prepares key users and stakeholders well in advance for incoming change
Chump
The chump change manager doesn’t truly grasp the concept of change management. They believe that email communications are sufficient to prepare an organisation for whatever is coming up. They’re aware that resistance may occur, but they believe in maintaining the course — eventually, people will just accept the new status quo.
The chump change manager:
- Shows zero proactivity and no understanding of change management principles
- When stakeholders develop resistance, they merely “have a chat” with them
- Couldn’t change a lightbulb, let alone a company culture
Solution architect
The solution architect is the owner and designer of the system blueprint. They leverage the knowledge of specialists like functional consultants, then propose and oversee the implementation of a solution blueprint that meets the business needs, while aligning with best practices and the long-term IT strategy.
Champ
The champ solution architect has a deep understanding of both D365 F&O capabilities and the company’s business processes in the industry. They excel at seeing the big picture while also diving into details when needed. They propose elegant solutions that balance functionality, performance, and maintainability.
The champ solution architect:
- Designs solutions that are both technically sound and aligned with business needs
- Collaborates effectively with both functional and technical teams
- Stays updated on new features beyond just D365 F&O
Chump
The chump solution architect has a patchy knowledge of D365 F&O and they’re oblivious to the wider Dynamics ecosystem. They struggle to balance technical possibilities with practical business needs, often proposing sloppy solutions that don’t fit together. They prefer to hide behind standard templates rather than leveraging the team’s expertise to design the best solution.
The chump solution architect:
- Ignores standard D365 F&O functionality in favour of unnecessary customisations
- Fails to consider integration points and data flows across the entire solution
- Hides behind technical jargon when explaining concepts to non-technical stakeholders
Operational roles
Next, we have the operational team. These roles form the backbone of your D365 F&O implementation, translating strategic vision into practical reality. They’re the bridge between your business needs and the technical capabilities of D365 F&O, ensuring that the system is configured to support your unique processes.
They can make or break your implementation. With the right people, you’ll have a system that fits like a glove, streamlines processes, and drives efficiency. With the wrong team, even the best strategic plan will give you a poorly configured system that frustrates users and fails to deliver on its promises.
Here we will assess three critical operational roles:
- Functional consultant
- Business analyst
- Super user
Let’s see how to tell apart the champs from the chumps.
Functional consultant
The functional consultant bridges the gap between business processes and D365 F&O capabilities. They analyse business requirements, design customisations, and configure the system to meet organisational needs. Their expertise ensures that the chosen solution aligns with both industry best practices and company-specific requirements.
Champ
The champ functional consultant is a rare breed – part business expert, part tech wizard, and part mind reader. They have an uncanny ability to translate vague business requirements into concrete D365 F&O configurations. This consultant doesn’t just know the system inside out; they also understand your business so well, you’d swear they’ve been working there for years.
The champ functional consultant:
- Can explain complex D365 F&O concepts even to your grandma
- Has a sixth sense for spotting potential issues before they become problems
- Extends out-of-the-box functionalities with elegant custom solutions
Chump
The chump functional consultant treats D365 F&O like it’s still AX 2012, which is also the year their knowledge stopped growing. Their poor analytical skills, coupled with a tendency to say “yes” to every change request, lead to a Frankenstein’s monster of unnecessary customisations.
The chump functional consultant:
- Has a talent for turning simple requests into complex, convoluted solutions
- Writes documentation that increases the reader’s confusion
- Designs custom solutions that replicate standard system features, because they’re unaware they exist
Business analyst
The business analyst is the internal expert of your D365 F&O project. Their job is to investigate your current processes, uncover the real requirements (not just the ones people think they want), and document everything in a way that both the business and IT can understand. They’re the translators between business-speak and tech-speak.
Champ
The champ business analyst is like a corporate detective, always digging deeper to uncover the real business needs. They have an almost supernatural ability to understand requirements, bridging the gap between end users and application consultants. They don’t just document processes; they question, optimise, and simplify them for the new ERP.
The champ business analyst:
- Can smell and question inefficient processes from a mile away
- Writes requirements so clear that functional consultants wonder why they’re there
- Has even some diplomatic skills to manage that difficult stakeholder
Chump
The chump business is basically a human notepad. They diligently write down everything users say without ever questioning why (or understanding what the process is about, for that matter). They see process improvement as adding more checkboxes to a form. They have a special talent for turning simply worded requirements into an overcomplicated and redundant document.
The chump business analyst:
- Thinks “AS-IS” and “TO-BE” are just fancy ways of saying “now” and “later”
- Creates flowcharts that look like they were designed by a drunk child
- Believes that if a user says they need something, it must be true for sure
Super user
The super user is a subject matter expert from within the organisation who’s chosen to be the D365 F&O champion for their department. They participate in system testing, provide valuable feedback, assist in training other users, and act as a liaison between their department and the implementation team.
Champ
The champ super user is the Swiss Army knife of the project team – part tester, part trainer, part cheerleader. This super user doesn’t just know their department’s processes; they understand how those processes fit into the bigger picture. They’re so enthusiastic about the new system, you’d think Microsoft was secretly paying them as influencers.
The champ super user:
- Can spot a bug faster than a team of caffeinated QA testers
- Has the patience of a saint when training resistant colleagues
- Is great at providing feedback, describing what works and what doesn’t
Chump
The chump super user treats their role in the project like it’s community service. They show up to sessions with the intent of protesting everything. They won’t train their own team, because retaining knowledge makes them feel powerful and irreplaceable. They are absolutely adamant that the new system is worse than the old one, and won’t miss a chance to remind it to you.
The chump super user:
- Thinks UAT stands for “Unnecessary Annoying Testing”
- Provides feedback so vague it makes fortune cookies look specific
- Always finds something wrong with the system, as petty as misspelt field labels
Support roles
Finally, we have the support team. These roles are essential for keeping your D365 F&O implementation on track, before and after the go-live, and ensuring its long-term success. They provide project management, ongoing system oversight, and day-to-day technical support crucial for a smooth-running key business application.
The quality of your support team can significantly impact the success of your implementation and its continued value to your business. They make the difference between turning potential roadblocks into opportunities for improvement, and transforming small issues into major problems.
In this last section, we’ll examine three key support roles:
- Project manager
- ERP manager
- IT support specialist
Let’s see how to tell apart the best from the worst ones.
Project manager
The project manager oversees and coordinates the efforts for the D365 F&O implementation. They are responsible for planning, executing, and monitoring the project. This means managing timelines, resources, budgets, and stakeholder expectations. They ensure that all aspects of the project are working in coordination and are moving towards a successful go-live.
Champ
The champ project manager is also a diplomat and a psychic. They have an uncanny ability to read people and foresee issues before they arise, and always seem to have a Plan B (and C, and D) up their sleeve. This PM can herd cats, juggle chainsaws, and balance the project triangle all at the same time.
The champ project manager:
- Has a Gantt chart so beautiful it could be hung in an art gallery
- Can resolve conflicts faster than you can say “scope creep”
- Mitigates risks better than a hedge fund financial analyst
Chump
The chump project manager has the firm idea that their job is just to schedule meetings and update status reports. They have a deep inclination towards neglecting minor hiccups, turning them into full-blown crises. Their idea of risk management is trusting the team, crossing their fingers, and hoping for the best.
The chump project manager:
- Thinks an agile team is one that includes a contortionist
- Their best communication tool is the Reply all button in any email
- Believes that if you keep mentioning a problem, at some point someone will take care of it
ERP manager
The ERP manager is the ultimate application owner, responsible for the ongoing management and optimisation of the D365 F&O system. After the go-live, they oversee system performance, manage upgrades, coordinate between IT and business units, and make key decisions. They ensure that the ERP system keeps meeting the company’s evolving needs.
Champ
The champ ERP manager is always on top of things, knowing exactly how the application works as well as (perhaps more importantly) how key stakeholders think. They understand that the job is not done after the go-live, so they strive to align system capabilities with evolving business needs. They have a plan and are not afraid to pursue it.
The champ ERP manager:
- Knows the company’s processes better than any other manager
- Has a roadmap so clear that the CIO stole it for their board meetings
- Keeps the IT team in top shape, so they can own the entire D365 landscape
Chump
The chump ERP manager thinks their job is done once the system goes live. They’ve been there long enough to become a manager, but have no understanding how a business works — they believe that any non-IT person doesn’t really get it. So their idea of system optimisation is telling everyone to “work around it”.
The chump ERP manager:
- Believes that every system issue is actually a user error, never their fault
- Is on a quest to make D365 F&O work exactly like the old legacy system
- Wants to be involved in every decision, but never helps to make one
IT support specialist
The IT support team has the difficult task of keeping all business applications run smoothly, which includes D365 F&O. After the go-live, every IT support specialist provides frontline technical assistance for D365 F&O users by troubleshooting issues, answering queries, and helping users navigate the system effectively.
Champ
The champ IT support specialist leverages both technology and psychology. They can solve problems faster than users report them and, when the problem is bigger, they leverage their superb customer management skills to keep end users reassured.
The champ IT support specialist:
- They don’t just solve issues, they educate users to prevent them
- Can turn “it’s not working” messages into clear problem diagnoses
- They’re so good that users bypass the ticketing system to ask for their help directly
Chump
The chump IT support specialist thinks that D365 F&O is yet another business application that gives headaches. They just want a script to follow so they can prove that they did their part before escalating. Failing that, if push comes to shove, their idea of troubleshooting is to Google error messages and tell users to hang tight.
The chump IT support specialist:
- Has no interest whatsoever to learn more about D365 F&O
- Asks no questions to the users, but escalates the ticket to another specialist
- Makes users prefer to stay with their problems rather than asking for help again
Conclusion
And there you have it, folks — your guide to casting the right actors for your D365 F&O implementation saga, from leadership to support. Remember, the difference between a smashing D365 F&O implementation and a stinking one often comes down to one thing: the quality of your team.
Of course, assembling your dream team is easier said than done. Finding the right people can be tricky, and finding the right balance between them can be even trickier. Behind the humour of this article lies a tough truth: navigating the choppy waters of a D365 F&O implementation can be difficult. There are lots of other challenges we could tell you about.
But for now, at least you know how to tell apart champs and chumps for those key roles, so use this knowledge wisely. It may end up saving you months and millions. Good luck with your D365 F&O implementation!
