Managed Services - Transition Delivery Manager

HSO; Reading; Hybrid; GBP 35,000 - 65,000; Full time

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. By leveraging the power of Dynamics 365, Generative AI, Data, AI, Copilot capabilities and the full Microsoft Cloud; HSO helps companies innovate faster by modernising business operations, adopting data-driven intelligent automation, delivering real-time insights and connecting the enterprise. 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 specialises in industry sectors such as Retail, Manufacturing, Professional Services, Financial Services and Public Sector. As an award-winning partner, HSO 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 to Best Tech Company 2021 to Work For and the 6th Best Large Company to Work For in 2022.

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.

At HSO we transform the way in which people work and how businesses operate to get results for our clients. This takes exceptional cutting-edge technology, knowledge, talent, determination and entrepreneurial spirit. Our culture and values support entrepreneurial mindsets and attitudes where your voice will always be heard.

PURPOSE OF THE ROLE

This role will be responsible for managing a portfolio of transition concerning the onboarding of new customers or uplift in services into the UK Managed Services department.

You will provide planning, resourcing, direction, focus, communication and results on behalf of all new transitions, which will contribute to the excellent onboarding or uplift of services to our clients. This role is one of the first engagements many new customers will have with HSO Managed Service Department. As such, it is seen as a critical role within the department as it sets the tone of our client's relationship with HSO.

JOB FUNCTION

• Play a key role within ‘HSO Managed Services’ to ensure a first-class service is delivered to all Customers.
• Manage the pipeline of service transitions and ensure that all customer and HSP stakeholders are aware of expected timelines and dates for activities so as to align to overall MS and customer resource planning.
• Ensure that for all known new transitions that a transition plan is in place and active. Ensure that early involvement in projects are in place (such as a corresponding SDM) at each agreed milestone.
• Have ownership of a Transition Checklist, knowing for each type of new customer opportunity what tasks need to be completed for the services being contracted to HSO, include when by and by whom. This checklist will include config items (user setup for example) alongside knowledge transfer session set-up, environment management and new contract introductions for client key users.
• Keep close to the UK Projects team, having regular calls with Project Managers that are introducing new customers to the MS team and sharing updates as required.
• Use the MSFT DevOps application to capture all ongoing tasks and updates internally, and other systems as required to ensure communication with the customer is regular and accurate.
• Ensure that any chargeable activities are managed to time and budget, with invoicing completed accurately each month. Ensure that any potential over-runs in budget and any needs for increased budgets from customers are recognised early and communicated to customers.
• Ensure any changes in plans or delivery are explained to customers to ensure expectations are set and met.
• Produce and own a resourcing plan to fulfil upcoming tasks in the most cost-efficient manner available.
• Complete real-time reporting for use with team colleagues, customers and Senior Management. This will include the need to capture hours utilised against ongoing projects and profitability of services.
• Assist, where possible, in the development and management of DevOps and other MS systems in order to help provide accurate KPI’s regarding time to deliver estimates, work orders and delivery of programmes of work to customers.
• Carry out additional duties as may occur from time to time as instructed and agreed by the Head of Managed Services Support.
• In all activities, ensure timely completion of internal process and requirements as per the Company Handbook and operate in such a manner as to conform to the Company’s Quality System.
• Ensure proper due diligence is completed during each transition. Working closely with HSO support team on any non-standard on exceptions that may need to be taken into a go-live service.
• Ensure transitions run through an Early Life Support (ELS) stage with support with clear exit points from ELS into on-going live running with Support.

Essential

• Previous experience in a Service Delivery, Transition or Project Management role (2 years+ preferred)
• Excellent organisational skills
• Proven commercial understanding
• Communications skills, being able to interact positively with multiple internal and external stakeholders
• Self-motivated; able to work on own initiative
• Good reporting skills/understanding of what is required
• Being able to own tasks and ensure completion to defined timescales
• Commitment to quality with a right first-time attitude
• Willing to self-develop knowledge of the continuously changing Microsoft product landscape
• Appreciation of the wider Dynamics365 solution stack
• Understanding of Microsoft escalation process

Desirable

• Formal Project Management training (such as PMP, Prince2)
• Proven customer-facing experience
• An understanding of Managed Services and how they operate with other teams within the HSO UK business.
• Exposure to Microsoft Dynamics AX2012/D365FO

PERSONAL QUALITIES

• Excellent Communication and Customer Interaction Skills
• Excellent team player
• Ability to work under pressure and meet time limits
• Self-motivated individual
• Must have a logical mind set and the ability to trouble-shoot complex issues

LOCATION

The HSO offices are in Manchester, Glasgow and Reading. Whilst this is a hybrid position remote there will be an expectancy to visit our Manchester office, and/or Client sites semi-regularly.

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