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UK Service Line Director - Customer Engagement (CE), Job Description
About HSO
HSO is a business transformation partner with deep industry expertise and global reach. HSO leverages the full power of the Microsoft Cloud to transform the way in which people work and engage customers, ultimately accelerating the impact of cloud transformation and improving overall business performance. Founded in 1987, HSO has more than 2,500 professionals throughout Europe, North America, and Asia and is one of the world's top business solution and implementation partners and a member of Microsoft's elite Inner Circle, representing the top 1 percent of partners worldwide.
HSO UK has grown to more than 320 people in the region and we expect over 100% organic growth in the next 5 years - with this comes an opportunity to create, deliver and evaluate our evolving business.
At HSO we take pride in being large enough to serve, but small enough to care. We are uniquely positioned to empower you to transform your career without compromising your life and we take pride in investing as much in our people as we do in our clients.
Why Work for HSO?
HSO are a trusted leader in digital transformation. Joining our team means you join a dynamic organization that values innovation, collaboration and professional growth. Here are some of the reasons why HSO is a great place to build your career:
* Customer Value: Delivering value-adding technology across multiple industries.
* Supportive Culture: Encouraging everyone to be heard in a positive and inclusive environment.
* Flexibility and Wellbeing: Understanding complex life situations and providing support.
* Commitment to Quality: Dedicated to excellence in everything we do.
If you're looking for a rewarding career with opportunities to stretch yourself, make an impact and work with a supportive team, HSO is the place for you!
Requirements
Purpose of the Role & Key Responsibilities
This is a genuinely transformative opportunity. Our Customer Engagement (CE) Service Line generates approximately £10M revenue, with a team of 20+ professionals. The role has four key responsibilities:
1. Business Growth: Define the market opportunity for CE, lead key opportunities, win new clients, and grow existing ones, aiming for at least 30% YoY growth.
2. P&L Management: Operate the CE P&L using best practices to meet/exceed financial targets.
3. Customer Leadership: Act as an Executive Sponsor on key accounts and coach others to deliver on client commitments.
4. People and Culture: Grow a high-performing CE team while developing new talent for future success.
Essential Behaviours & Experience
Essential Behaviours:
* Team Leadership: Takes personal responsibility and influences others.
* Ambitious: Aims for client and personal success.
* Strategic: Makes informed decisions from complex sources.
* Care: Demonstrates care with every interaction.
* Tenacious: Drives challenging outcomes over sustained periods.
* Entrepreneurial: Works successfully in a fast-paced environment.
Essential Experience:
* Led and grown a multi-disciplined CE/CRM function, preferably with Microsoft technology.
* Leadership experience in consulting services with a track record of managing multi-million pound engagements.
* Managed an annual budget in excess of £20M, with proven ability to manage risk and deliver growth.
* Deployed technology (e.g., AI) to improve business performance.
* Collaborated in a business with multiple lines of business.
* Led a geographically dispersed team of at least 5 direct reports and a total team of 50+ people.
Benefits
Location: This is a hybrid role based in Reading, Glasgow, or Manchester, with regular travel expected.
Total Reward: We offer competitive pay reflecting skills and performance, performance-based bonuses, and various benefits including private healthcare, life assurance, pension, and more.
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