At a Glance
- Tasks: Lead the lifecycle of managed services, ensuring performance and continuous improvement.
- Company: Join HSO, a top Microsoft Business Transformation Partner with a global presence.
- Benefits: Competitive salary, travel opportunities, and a chance to work with cutting-edge technology.
- Other info: Dynamic role with opportunities for growth and collaboration across global teams.
- Why this job: Make a real impact by enhancing customer experiences through innovative monitoring solutions.
- Qualifications: 5+ years in service or product management, strong ITIL knowledge, and familiarity with Microsoft technologies.
The predicted salary is between 60000 - 80000 £ per year.
HSO is a leading Microsoft Business Transformation Partner with over 3,000 professionals worldwide and more than 30 years of experience helping organizations transform the way they work.
We combine deep industry expertise with the full power of the Microsoft Cloud, delivering solutions across Dynamics 365, Azure, Data & AI, Power Platform, and Managed Services.
As a long-standing member of Microsoft's Inner Circle and a trusted global partner, we help organizations modernize operations, unlock data‑driven insights, and accelerate business outcomes through innovation.
Role Overview
As a Monitoring Service Owner within HSO Global Managed Services (GMS), you are accountable for the full lifecycle of a managed service — from design and transition through operation and retirement.
In this role, you will own a portfolio of managed services.
The first and primary of these is HSO’s Monitoring Service — the capability responsible for delivering visibility into the health, performance, and reliability of customer environments across cloud and hybrid infrastructure — with additional services to be defined and brought under your ownership over time.
You serve as the single point of accountability for service performance, ensuring alignment with business strategy, adherence to service level agreements (SLAs), and continuous improvement.
You will collaborate with HSO Business Unit Managed Services Service Lines, Microsoft, HSO Global Marketing, third‑party partners (as required), strategic customers to ensure services are reliable, scalable, and valuable.
Key Responsibilities
- Strategic Alignment
- Define strategic goals and ensure the managed service supports those objectives
- Translate business requirements into service capabilities and outcomes
- Work with HSO Marketing to represent the service unique value proposition and collaborate to position the service in the market
- Monitor managed global service pipeline
- Service Lifecycle Management
- Own the service from inception through retirement, ensuring it evolves to meet changing business needs. Document and maintain the Service Description.
- Coordinate service design with BU MS Service Lines, and coordinate global activities through to BAU
- Coordinate and validate BU Managed Services SL deliver readiness
- Maintain service documentation, architecture, and operational models
- Service Level Management
- Define, negotiate, and monitor SLAs and OLAs to ensure consistent service delivery
- Track service performance and customer satisfaction, initiating corrective actions when needed
- Maintain service definition and SLA/OLA implementation in t Next
- Ensure service reliability, availability, and scalability in alignment with business expectations
- Continuous Improvement
- Collaborate with BU MS SL Continual Service Improvement (CSI) teams to identify and implement service enhancements
- Use data‑driven insights to refine service delivery and improve customer outcomes
- Foster a culture of innovation and proactive problem‑solving within the broad HSO BU service teams
- Monitoring Service Leadership (Primary Service)
- Own the strategy and roadmap for HSO’s Monitoring Service, ensuring it continues to deliver measurable value as customer environments evolve
- Maintain sufficient technical depth in cloud and serverless monitoring to lead, challenge, and guide the monitoring team — evaluating trade‑offs, shaping priorities, and making informed decisions without needing to be hands‑on
- Stay ahead of market trends in observability and monitoring for cloud‑native, serverless, and event‑driven architectures, and translate those trends into actionable service improvements
- Define how monitoring can proactively improve customer experience — through smarter alerting, anomaly detection, synthetic monitoring, and root‑cause acceleration
- Drive automation within the monitoring service to reduce manual effort, accelerate incident response, and improve consistency of outcomes
- Evaluate and recommend emerging monitoring and AIOps platforms, shaping the service’s tooling direction with a long‑term perspective
- Stakeholder Representation
- Represent the service in customer service escalations as required
- Participate in RCA analysis and service remediation tasks
- Act as the voice of the service in cross‑functional discussions with IT, business units, and external partners
- Communicate service strategy, performance, and roadmap to stakeholders regularly
- Financial Accountability
- Manage the global service budget, including forecasting, cost optimization, and ROI tracking
- Develop business cases for service investments and expansions
- Ensure financial transparency and alignment with organizational priorities
- Service Catalog Management
- Maintain accurate and up‑to‑date service catalog entries in the Service Portfolio
- Ensure service descriptions, SLAs, and support models are clearly documented and accessible
- Promote service awareness and adoption across the organization
- KPIs
- Global Service Revenue % Growth
- Global SLA Attainment %
Qualifications
- Bachelor’s degree or equivalent experience
- 5+ years in service management or product management roles within technology environments
- Strong understanding of ITIL principles and service lifecycle management
- Familiarity with Microsoft technologies including Azure, Dynamics 365, and Power Platform
- Working knowledge of application and/or cloud monitoring and observability principles, including how to monitor serverless, event‑driven, and microservices‑based architectures
- Familiarity with monitoring and observability platforms (e. g., Azure Monitor, Application Insights, Log Analytics, or equivalent) at a level sufficient to evaluate tooling, challenge technical decisions, and lead strategic direction
- Awareness of AIOps concepts, automated alerting, and proactive remediation approaches and their practical application in managed services
- Proven ability to lead cross‑functional teams and manage global service delivery
- Excellent communication, stakeholder management, and strategic planning skills
- Experience in manufacturing and/or wholesale industries is a plus
- Willingness to travel across Europe, North America, and India
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Monitoring Service Owner – Global Managed Services (GMS)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what HSO values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges HSO might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at HSO!
✨Direct Apply to HSO
Let's not forget to apply directly through the HSO website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Monitoring Service Owner – Global Managed Services (GMS)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HSO.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HSO. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HSO
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
