HSO
Monitoring Service Owner – Global Managed Services (GMS)
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Monitoring Service Owner – Global Managed Services (GMS)
Monitoring Service Owner – HSO Global Managed Services
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, starting with HSO’s Monitoring Service—responsible for delivering visibility into the health, performance, and reliability of customer environments across cloud and hybrid infrastructure.
- Ensure alignment with business strategy, adherence to Service Level Agreements (SLAs), and continuous improvement.
- Collaborate with HSO Business Unit Managed Services Service Lines, Microsoft, HSO Global Marketing, third-party partners, and 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’s unique value proposition and collaborate on market positioning.
- Monitor the 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 align global activities to BAU (Business as Usual).
- Validate BU Managed Services SL deliver readiness.
- Maintain service documentation, architecture, and operational models.
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Service Level Management
- Define, negotiate, and monitor SLAs and OLAs for consistent service delivery.
- Track service performance and customer satisfaction, initiating corrective actions as needed.
- Maintain the service definition and SLA/OLA implementation in tNext.
- Ensure service reliability, availability, and scalability align 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 across HSO’s BU service teams.
Monitoring Service Leadership (Primary Service)
As the Monitoring Service’s primary owner, you will:
- Define the strategy and roadmap for HSO’s Monitoring Service, ensuring it delivers measurable value as customer environments evolve.
- Maintain technical depth in cloud and serverless monitoring, leading without needing to be hands-on.
- Stay ahead of market trends in observability and monitoring for cloud-native, serverless, and event-driven architectures, translating these into actionable improvements.
- Define how monitoring proactively improves customer experience (e.g., smarter alerting, anomaly detection, synthetic monitoring, and root-cause acceleration).
- Drive automation in monitoring 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 Root Cause Analysis (RCA) 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.
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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.
Key Performance Indicators (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.
- Knowledge of Microsoft technologies, including Azure, Dynamics 365, and Power Platform.
- Familiarity with application and cloud monitoring, including:
- Monitoring serverless, event-driven, and microservices-based architectures.
- Observability platforms (e.g., Azure Monitor, Application Insights, Log Analytics) sufficient to:
- Evaluate tooling.
- Challenge technical decisions.
- Lead strategic direction.
- Awareness of:
- AIOps concepts.
- Automated alerting.
- Proactive remediation approaches in managed services.
- Proven ability to:
- Lead cross-functional teams.
- Manage global service delivery.
- Excellent:
- Communication.
- Stakeholder management.
- Strategic planning skills.
- Experience in manufacturing and/or wholesale (a plus).
- Willingness to travel across Europe, North America, and India.
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