UK Service Line Director – Customer Engagement (CE), Job Description
About HSO:
Founded in 1987, HSO has more than 2,500 professionals throughout Europe, the Americas and Asia and is one of the world’s top Microsoft Services Partners. We are a member of Microsoft’s elite Inner Circle, representing the Top 1% of Microsoft Partners worldwide.
HSO UK has grown to more than 350 people and we expect over 100% organic growth in the next 4 years. We specialise by industry sector, including Retail, Manufacturing, Professional Services, Financial Services and Public Sector.
HSO is a business transformation partner to Enterprise clients that have committed to Microsoft as their strategic enterprise platform. We leverage the power of the Microsoft Cloud to transform the way in which people work, ultimately accelerating the impact of Cloud and AI, to improve overall business performance. We combine our deep transformational expertise with the power of Dynamics 365, AI, Data, Copilot capabilities and the Microsoft Cloud, to help our clients deliver results faster, by modernising business operations, adopting data-driven intelligent automation, delivering real-time insights and connecting the enterprise.
HSO UK has been recognized as the global winner of the 2023 Partner of the Year Award for D365 Finance and as a Finalist for D365 Sales and Marketing. In addition, we have been recognised as a Best Tech Company 2021 to Work For and the 6th Best Large Company to Work For in 2022.
For more than 30 years we’ve measured our success in just one way: We win when our clients win. HSO is the agile, industry-focused alternative to large, traditional global SI’s and our culture reflects this: Collaborative, Entrepreneurial, Ever-Evolving and Value Driven.
Why Work for HSO?
At HSO, we are more than just a Microsoft Gold Partner, we are a trusted leader in digital transformation. By joining our team, you’ll be part of a dynamic, forward-thinking organization that values innovation, collaboration and professional growth. Here are some of the reasons why HSO is a great place to build your career:
· Career Development: We prioritize employee development and offer ongoing training and certification opportunities. You'll work with cutting-edge Microsoft solutions, helping you stay ahead in an ever-evolving tech landscape.
· Inspiring Projects: We partner with diverse clients across multiple industries, so you’ll work on impactful projects that challenge you and allow you to make a meaningful difference.
· Supportive Culture: We foster a culture of diversity, inclusivity and respect. We believe in creating a positive work environment where everyone’s voice is valued.
· Flexibility and Well-being: We understand the importance of work-life balance and offer flexible working arrangements to support your well-being and productivity.
· Commitment to Excellence: We are dedicated to excellence in everything we do. You will join a team that is committed to delivering top-tier solutions and services to our clients.
If you're looking for a rewarding career with opportunities to grow, 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 currently generates approximately £10M revenue, with a team of 30+ brilliant CE professionals. Our ambition for CE is to continue being the growth engine of our business and be at the forefront of our ambition as the UK’s Microsoft Services Partner of choice, for Enterprise clients wishing to drive, innovate and run their businesses with Microsoft. The market opportunity is huge and this role is key in ensuring HSO takes full advantage of this.
The role covers the following 4 major responsibilities:
1. Business Growth – to build on our success to date, by defining the market opportunity for CE, then leading key opportunities and winning net new clients as well as to grow on existing. This roles primary objective is to grow the HSO UK CE business by at least 30% YoY.
2. P&L Management – to run and operate the CE P&L as best in class, using known best practices and to build on these, as the Service Line grows, to meet / exceed our financial and other targets.
3. Customer Leadership – to work successfully as an Executive Sponsor on key accounts and to coach others to do the same, so that we deliver on our client commitments and win multi-year relationships.
4. Talent Development – to build a high performing CE team and to develop new talent for the future success of HSO. To be an integral member of the UK Leadership Team.
While this is a UK role, there is also an HSO-wide global contribution to the CE Service Line: sharing knowledge, experience and helping others achieve. The role reports to the HSO UK Managing Director and is a member of the UK Leadership Team.
Overview of Essential Behaviours & Experience:
Essential Behaviours:
· Team Leadership - wants to lead and be accountable. Takes personal responsibility. Ability to influence others and build followship. Listens to others to find the best outcome.
· Ambitious - for client success, as well as personal success and for the success CE and the wider HSO business.
· Strategic - sees the wider picture and makes informed decisions from complex and varied sources.
· Care - demonstrates care with every interaction. Looks for team success. Embodies Servant Leadership.
· Tenacious - happy to roll sleeves-up to deliver and drive challenging outcomes over a sustained period of time. Strives for excellence in oneself and others.
· Entrepreneurial - ability to work successfully in a fast paced environment. Comfortable with ambiguity.
Essential Experience:
· Led, built and grown a multi-disciplined CE / CRM function, preferably with Microsoft technology.
· Management / Leadership experience in a consulting services environment, with a strong track record of selling, managing and delivering multi-million pound engagements, using resources both onshore and offshore. As well as building multi-year relationships for Enterprise clients.
· Managed an annual budget in excess of £20M pa, including investment, forecasting, revenues, profit and loss. Proven ability to understand and successfully manage risk and identify and resolve issues to deliver challenging growth targets.
· Deployed and leveraged technology (eg. AI) and new ways of working to improve business performance.
· Worked collaboratively in a business with multiple lines of business.
· Led a geographically dispersed team of at least 6 direct reports and a total team of 60+ people. Successfully led such a team through periods of significant change and business improvement.
Location:
This is a hybrid role and can be based either from our Reading, Glasgow or Manchester offices, as well as from home. There will be regular, planned travel, involving overnight stays near our offices and other UK locations for customer / internal meetings, events and training. Occasional planned international travel is expected.
Benefits
Salary:
We offer a competitive, market-aligned salary, that reflects the skills and experience of each candidate. Our commitment to providing a fair and equitable salary ensures we attract and retain top talent in our industry. The salary package will be discussed during the interview process and will be based on current market benchmarks for similar roles, as well as the individual’s qualifications and experience.
In addition to base salary, eligible employees have the opportunity to earn performance-based bonuses and participate in our benefits programs.
Benefits:
Paid Holidays
Pension
Healthcare
Dental
Life Insurance
Tonic Wellbeing
HSO Perkz
Flexible working when required and agreed
