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)
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like HSO are looking for when hiring for a Monitoring Service Owner – Global Managed Services (GMS).
✨Showcase Your Skills with an Online Portfolio
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✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at HSO as a Monitoring Service Owner – Global Managed Services (GMS), rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out HSO’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Monitoring Service Owner – Global Managed Services (GMS).
We think you need these skills to ace Monitoring Service Owner – Global Managed Services (GMS)
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at HSO, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with HSO's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at HSO. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at HSO
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that HSO uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at HSO. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
