HSO Group B.V.
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.
- Serve as the single point of accountability for:
- Service performance
- Alignment with business strategy
- Adherence to service level agreements (SLAs)
- 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 for the managed service and ensure alignment with business objectives
- Translate business requirements into service capabilities and outcomes
- Work with HSO Marketing to shape the unique value proposition and position the service effectively in the market
- 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 ensure global activity integration in business as usual (BAU)
- Oversee BU Managed Services SLA deliver readiness validation
- Maintain service documentation, architecture, and operational models
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Service Level Management
- Define, negotiate, and monitor SLAs and operational level agreements (OLAs) to ensure consistent delivery
- Track service performance and customer satisfaction, initiating corrective actions as needed
- Ensure the service definition and SLA/OLA implementation are consistently documented in tNext
- Guarantee 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 across the HSO BU service teams
Monitoring Service Leadership (Primary Service)
As the primary service owner, your responsibilities include:
- Defining the strategy and roadmap for HSO’s Monitoring Service, ensuring it delivers measurable value even as customer environments evolve
- Maintaining sufficient technical depth in cloud and serverless monitoring to:
- Lead, challenge, and guide the monitoring team
- Evaluate trade-offs
- Shape priorities
- Make informed strategic decisions without hands-on execution
- Staying ahead of market trends in observability and monitoring for:
- Cloud-native
- Serverless
- Event-driven architectures
- Translating trends into actionable service improvements
- Defining how monitoring proactively enhances customer experience via:
- Smarter alerting
- Anomaly detection
- Synthetic monitoring
- Root-cause acceleration
- Driving automation in monitoring to:
- Reduce manual effort
- Accelerate incident response
- Improve consistency of outcomes
- Evaluating and recommending emerging monitoring and AIOps platforms, shaping the service’s tooling direction with a long-term perspective
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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 teams
- Business units
- External partners
- Regularly communicate service strategy, performance, and roadmap to stakeholders
Financial Accountability
- Manage the global service budget, including:
- Forecasting
- Cost optimization
- 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 clear documentation of:
- Service descriptions
- SLAs
- Support models
- 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
- Service lifecycle management
- Familiarity with:
- Microsoft technologies, including Azure, Dynamics 365, and Power Platform
- Cloud monitoring & observability principles, including:
- Serverless
- Event-driven architectures
- Microservices-based monitoring
- Working knowledge of:
- Monitoring & observability platforms (e.g., Azure Monitor, Application Insights, Log Analytics, or equivalents)
- AIOps concepts
- Automated alerting
- Proactive remediation approaches
- Proven ability to:
- Lead cross-functional teams
- 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
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