Service Delivery Manager

ABOUT HSO

HSO has grown to over 325 people throughout the UK and we expect to continue to grow significantly in the next five years. We are a leading member of the Microsoft Dynamics Inner Circle, founded in 1987, and specialize in sectors such as Retail, Manufacturing, Professional Services, Financial Services and Local Government. We’ve won several prestigious awards over the last few years including being voted in the UK’s top 10 Best Large companies to work for the last 3 years running. This year we are also proud to have been named the D365 Finance Microsoft Partner of the Year Award and Finalist for D365 Sales & Marketing.

HSO is the place to work for those in the Microsoft Dynamics channel. People join and stay because we care; about adding value to our customers, about delivering what we say we will, striving to improve ourselves, being inclusive and having fun. The core values that enable us to work so well together, also mean our customers want to work with us. We choose to be different to other Microsoft Partners. Caring about our people, customers and quality of work differentiates us. We always support our people and customers to achieve shared, agreed goals.

PURPOSE OF THE ROLE

To deliver contracted Service Delivery tasks defined in the HSO Support Agreements. To be responsible for a number of HSO Customers including both quality of service delivered and the associated commercials. Be responsible for customer retention, customer engagement and satisfaction within the Managed Services team, ensuring customer expectations are met or exceeded in line with contractual scope. Identify trends and opportunities to increase HSO Services contracted by the customer, identify opportunities for change and consultancy work, and ways to improve the customer experience on an ongoing basis. Understand the customers’ goals and needs, and be the voice of the customer into HSO in order to improve and adapt.

REPORTING LINE

You will report to the Head of Service Delivery and Pre-sales.

JOB FUNCTION

1. Play a key role within ‘HSO Managed Services’ to ensure a first-class service is delivered to new and existing Customers.
2. Act as the primary point of contact for customers, ensuring effective communication, expectation setting, and service excellence.
3. Build lasting working relationships, trust, and rapport with stakeholders, focusing on business goals, needs, and pain points.
4. Using data-driven insights, conduct service reviews to measure, feedback, and discuss HSO Performance, improvements and identify new opportunities to add value.
5. Take an active role in the Commercial agreement and costing process.
6. Assist with creation of Support Agreements and Third-party supply contracts.
7. Responsible for Support Agreement renewals, ensuring Customers are always covered via valid, up to date contracts.
8. Manage budgets, track service costs, and ensure financial efficiency while meeting customer requirements.
9. Point of escalation and management of ‘Major incidents’, ensuring all parties are engaged in resolutions.
10. Support Account Managers and the Managed Services team with Service expansion or Consultancy requirements by identifying customer needs and demonstrating ROI.
11. Manage communication and update plans for Major Incidents, ensuring quick response and effective communication with customers throughout the incident lifecycle.
12. Act as a senior escalation point for high-priority issues, coordinating resources to resolve incidents efficiently.
13. Conduct post-incident RCA reviews and document learnings to prevent future occurrences.
14. To carry out additional duties as may occur from time to time as instructed and agreed with the Head of Service Management.
15. In all activities, ensure timely completion of internal processes and requirements as per the Company Handbook and operate in such a manner as to conform to the Company’s Quality System.
16. Operate to HSO ISO27001 and GDPR policies and procedures.
17. Always represent HSO in a professional and positive manner and adhere to health and safety policy, and other requirements relating to care of equipment.

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