HSO is a leading Microsoft Business Transformation Partner with over 3,000 professionals worldwide and more than 30 years of experience helping organizations transform the way they work. We combine deep industry expertise with the full power of the Microsoft Cloud, delivering solutions across Dynamics 365, Azure, Data & AI, Power Platform, and Managed Services. As a long-standing member of Microsoft's Inner Circle and a trusted global partner, we help organizations modernize operations, unlock data-driven insights, and accelerate business outcomes through innovation.Role OverviewAs 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, and strategic customers to ensure services are reliable, scalable, and valuable.Key ResponsibilitiesStrategic AlignmentDefine strategic goals and ensure the managed service supports those objectivesTranslate business requirements into service capabilities and outcomesWork with HSO Marketing to represent the service unique value proposition and collaborate to position the service in the marketMonitor managed global service pipelineService Lifecycle ManagementOwn 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 BAUCoordinate and validate BU Managed Services SL deliver readinessMaintain service documentation, architecture, and operational modelsService Level ManagementDefine, negotiate, and monitor SLAs and OLAs to ensure consistent service deliveryTrack service performance and customer satisfaction, initiating corrective actions when neededMaintain service definition and SLA/OLA implementation in tNextEnsure service reliability, availability, and scalability in alignment with business expectationsContinuous ImprovementCollaborate with BU MS SL Continual Service Improvement (CSI) teams to identify and implement service enhancementsUse data-driven insights to refine service delivery and improve customer outcomesFoster a culture of innovation and proactive problem-solving within the broad HSO BU service teamsMonitoring Service Leadership (Primary Service)Own the strategy and roadmap for HSO's Monitoring Service, ensuring it continues to deliver measurable value as customer environments evolveMaintain 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‐onStay ahead of market trends in observability and monitoring for cloud-native, serverless, and event-driven architectures, and translate those trends into actionable service improvementsDefine how monitoring can proactively improve customer experience—through smarter alerting, anomaly detection, synthetic monitoring, and root‐cause accelerationDrive automation within the monitoring service to reduce manual effort, accelerate incident response, and improve consistency of outcomesEvaluate and recommend emerging monitoring and AIOps platforms,



shaping the service's tooling direction with a long‐term perspectiveStakeholder RepresentationRepresent the service in customer service escalations as requiredParticipate in RCA analysis and service remediation tasksAct as the voice of the service in cross‐functional discussions with IT, business units, and external partnersCommunicate service strategy, performance, and roadmap to stakeholders regularlyFinancial AccountabilityManage the global service budget, including forecasting, cost optimization, and ROI trackingDevelop business cases for service investments and expansionsEnsure financial transparency and alignment with organizational prioritiesService Catalog ManagementMaintain accurate and up‐to‐date service catalog entries in the Service PortfolioEnsure service descriptions, SLAs, and support models are clearly documented and accessiblePromote service awareness and adoption across the organizationKPIsGlobal Service Revenue % GrowthGlobal SLA Attainment %QualificationsBachelor's degree or equivalent experience5+ years in service management or product management roles within technology environmentsStrong understanding of ITIL principles and service lifecycle managementFamiliarity with Microsoft technologies including Azure, Dynamics 365, and Power PlatformWorking knowledge of application and/or cloud monitoring and observability principles, including how to monitor serverless, event‐driven, and microservices-based architecturesFamiliarity 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 directionAwareness of AIOps concepts, automated alerting, and proactive remediation approaches and their practical application in managed servicesProven ability to lead cross‐functional teams and manage global service deliveryExcellent communication, stakeholder management, and strategic planning skillsExperience in manufacturing and/or wholesale industries is a plusWillingness to travel across Europe, North America, and India #J-18808-Ljbffr

📌 Monitoring Service Owner – Global Managed Services (Toronto)
🏢 Hso
📍 Toronto