Role introduction 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 tNext
- 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) The Monitoring Service is the primary service owned by this role today. As the service portfolio grows, the same ownership principles below will extend to additional services.
- 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
