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 and be responsible for a number of HSO Customers including both quality of service delivered and the associated commercials. Ensure customer retention, engagement, and satisfaction within the Managed Services team, meeting or exceeding customer expectations in line with contractual scope.
Identify trends and opportunities to increase HSO Services contracted by the customer, and ways to improve the customer experience.
Understand the customers' goals and needs, and be the voice of the customer into HSO.
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 and service excellence.
3. Build lasting working relationships, focusing on business goals, needs, and pain points.
4. Using data-driven insights, conduct service reviews to measure, feedback and discuss HSO Performance.
5. Take an active role in the Commercial agreement and costing process.
6. Assist with the 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.
11. Manage communication and update plans for Major Incidents, ensuring quick response and effective communication with customers.
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.
14. Carry out additional duties as instructed and agreed with the Head of Service Management.
15. Ensure timely completion of internal processes as per the Company Handbook.
16. Operate to HSO ISO27001 and GDPR policies and procedures.
17. Always represent HSO in a professional and positive manner.
MINIMUM REQUIREMENTS
Essential:
1. Experience in Managed Service environments.
2. Proven record of building and maintaining customer relationships.
3. Experience conducting service reviews and managing customer escalations.
4. Ability to leverage data for insights, setting and reporting on KPIs.
5. Strong interpersonal and communication skills.
6. Willingness to travel to Customer sites.
7. Excellent time management and organization skills.
Desirable:
1. Familiarity with business processes in key industries or modules.
2. Appreciation of Dynamics, Azure and the wider Microsoft solution stack.
3. Strong working knowledge of ITIL practices.
4. Experience of ERP or SaaS.
5. Cross-functional team collaboration experience.
6. Strategic mindset to align service delivery with customer goals.
PERSONAL QUALITIES
1. Excellent Communication and Customer Interaction Skills.
2. Ability to work under pressure and meet time limits.
3. Self-motivated individual.
4. Logical mindset and troubleshooting skills.
5. Commitment to quality with a right first-time attitude.
LOCATION
The HSO UK offices are in Manchester, Reading, and Glasgow, but the individual will be based out of Home with occasional travel to client sites or one of the above office spaces.
BENEFITS:
1. Parking and close to Public transport at Office locations.
2. Holidays.
3. Pension.
4. Healthcare.
5. Dental.
6. Life Insurance.
7. Tonic Wellbeing.
8. HSO Perkz.
9. Culture and many more.
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