Monitoring Service Owner – Global Managed Services

About the role

HSO is looking for a Monitoring Service Owner to lead its Global Managed Services portfolio. The role is responsible for the full lifecycle of the Monitoring Service that provides visibility into health, performance and reliability of customer cloud and hybrid environments.

Key responsibilities

• Define and drive strategic goals for the Monitoring Service, ensuring alignment with business objectives and market positioning.
• Own the service from design and transition through operation and retirement, documenting service descriptions and architecture.
• Coordinate service design with Business Unit Managed Services lines and manage global rollout to Business‑as‑Usual.
• Negotiate, implement and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), tracking performance and customer satisfaction.
• Maintain service documentation, operational models and ensure reliability, availability and scalability.
• Collaborate with Continuous Service Improvement teams to identify enhancements and apply data‑driven insights.
• Work with HSO Marketing, Microsoft and third‑party partners to communicate the service’s unique value proposition.

Required profile

• Significant experience managing end‑to‑end IT services, preferably in a cloud or hybrid environment.
• Strong stakeholder management skills, able to act as the single point of accountability.
• Excellent analytical mindset with a focus on continuous improvement.

Required skills

• Microsoft Azure
• Microsoft Dynamics 365
• Power Platform
• Data & AI services on Microsoft Cloud