D365 CE Service Line Director

UK Service Line Director – Customer Engagement (CE), 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 UK has grown to more than 320 people in the region and we expect over 100% organic growth in the next 5 years - with this comes an opportunity to create, deliver and evaluate our evolving business.   

HSO specialises in industry sectors such as Retail, Manufacturing, Professional Services, Financial Services and Public Sector.  As an inner circle Microsoft 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. 

Why Work for HSO? 

HSO are a trusted leader in digital transformation. Joining our team, means you join a dynamic organization that values innovation, collaboration and professional growth. Here are some of the reasons why HSO is a great place to build your career: 

• Customer Value: clients across multiple industries, to deliver value adding technology and a meaningful difference.  All this while giving our people inspirational work. 

• Supportive Culture: Our fantastic people encourage everyone to be heard in a positive and inclusive environment.  

• Flexibility and Wellbeing: We understand that life is complex and if you share what you need, you’ll find we care in return.  

• Commitment to Quality: We are dedicated to excellence in everything we do.  

If you're looking for a rewarding career with opportunities to stretch yourself, make an impact and work with a supportive team, HSO is the place for you! 

Purpose of the Role & Key Responsibilities 

This is a genuinely transformative opportunity. Our Customer Engagement (CE) Service Line generates approximately £10M revenue, with a team of 20+ brilliant professionals. We expect the team 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 pivotal for us to take full advantage. 

The role has four key 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. 

1. 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. 

1. 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. 

1. People and Culture – to continue growing a high performing CE team, while developing new talent for the future success of HSO.  

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. 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. 

• 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. Building multi-year relationships for Enterprise clients. 

• Managed an annual budget in excess of £20M per annum, including investment, forecasting, revenues, profit and loss. Proven ability to understand and successfully manage risk.  Able to 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 5 direct reports and a total team of 50+ 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. 

Total Reward

We offer competitive and equal pay which reflects the skills, experience and performance of the individual. Any reward package will be discussed honestly during the interview process.  

Our people have the opportunity to earn performance-based bonuses or commission and everyone can benefit from paid holiday, private healthcare, private dental care, life assurance, pension, retail discounts and monthly wellbeing activities.