Managed Service Optimisation Delivery Manager

About HSO:

HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing world-class, 24/7 proactive managed services to customers worldwide. As a full-service Microsoft Partner, we hold all six Microsoft Cloud Partner Program Solution Designations across Business Applications, Data & AI, Digital App & Innovation, Infrastructure, Modern Work, and Security.

For over 21 years, we have been a proud member of Microsoft’s Inner Circle—an elite group representing the top 1% of global partners—and we are also recognised as a Microsoft FastTrack Partner, ensuring high-quality implementations and successful adoption of Microsoft Cloud solutions.

At HSO, our people are our greatest asset. We are committed to employee wellbeing, professional growth, and creating an environment where everyone can thrive. Through the HSO Academy, we provide continuous training, certification, and career development opportunities. Our comprehensive wellbeing offering includes Tonic & Me, Care First, the Wellness Hub, and a network of trained Mental Health First Aiders.

HSO’s Mental Health Policy promotes openness, early support, and the reduction of stigma around mental health and wellbeing. We focus on building a great place to work through trust, connection, fairness, and strong employee engagement. Our aim is to create a supportive, psychologically safe environment where colleagues feel valued, empowered, and able to perform at their best.

About Managed Services:

HSO Managed Services helps customers get the most out of their Microsoft Application and Cloud environments by improving how they work, innovate and grow. We provide our customers with 24/7 management of their applications, Data & AI and Azure platforms.

Our teams work globally to deliver real business impact, strengthening security, improving processes, speeding up innovation, and helping customers become more adaptable and competitive.

At HSO, you’ll work with the latest Microsoft technologies, be part of a culture of continuous improvement, and play a key role in helping organisations support and transform their business.

Purpose of the Role:

The Managed Services Optimisation Delivery Manager plays a key role in the delivery of small and medium changes, enhancements, and optimisation work for HSO’s Managed Services customer base. The role is responsible for building, managing, and delivering optimisation backlogs across assigned customers, ensuring work is delivered to a high standard, on time, within budget, and in line with customer expectations.

Working closely with Customer Teams, consultants, PMO, and wider Managed Services stakeholders, the Delivery Manager provides planning, resourcing, direction, communication, and governance across optimisation activity. The role supports customer retention by ensuring effective delivery, accurate reporting, strong commercial control, and excellent customer feedback.

Key Responsibilities:

Customer Delivery & Relationship Management

• Act as a key point of contact for assigned optimisation projects.
• Ensure customers receive clear communication, accurate updates, and high-quality delivery outcomes.

Optimisation Planning & Delivery

• Build, manage, and deliver customer optimisation backlogs.
• Ensure small, medium, and larger enhancements are completed on time, within budget, and to the required quality standard.

Commercial & Financial Control

• Monitor utilisation, profitability, invoicing, project budgets, and potential overruns.
• Identify commercial risks early and ensure approval is obtained with customers where required.
• Provide a clear forecast of upcoming work and potential revenue recognition.

Resource Management

• Produce and maintain resourcing plans to support upcoming work in the most cost-effective way.
• Work with PMO and internal teams to ensure appropriate timesheet codes and task visibility are in place.

Governance, Reporting & Systems

• Use Microsoft DevOps and other required systems to capture tasks, updates, work orders, KPIs, hours utilised, delivery performance, and profitability reporting.
• Provide reporting visibility for colleagues, customers, and senior management.

Quality & Risk Management

• Identify, capture, and escalate concerns around deliverables, timescales, budgets, customer expectations, and delivery quality.
• Ensure risks are clearly communicated and managed.

Change & Release Management

• Support customer change activity and ensure scheduled changes progress as required.
• Keep stakeholders informed and ensure production releases are approved through CAB where required.

Continuous Improvement

• Assist in the development and improvement of DevOps and other Microsoft systems.
• Support accurate delivery metrics, improved operational efficiency, and better customer outcomes.

Compliance & Internal Governance

• Ensure all activities comply with internal processes and the Company Handbook.
• Work in line with HSO’s Quality System, ISO27001 and GDPR policies, health and safety requirements, and professional standards.

Experience & Skills:

• Experience managing customer-facing delivery activity, ideally within managed services, support, optimisation, or change delivery environments.
• Strong planning, coordination, and organisational skills, with the ability to manage multiple customer priorities and competing deadlines.
• Good commercial awareness, including budget tracking, utilisation, profitability, invoicing, and early identification of financial risk.
• Experience using Microsoft DevOps or similar work management tools to track tasks, updates, work orders, delivery status, and reporting data.
• Understanding of change, release, and service management processes, including CAB governance and production release control.
• Ability to work with consultants, PMO, customer teams, senior stakeholders, and customers to drive clear actions and successful delivery outcomes.
• Strong written and verbal communication skills, with the ability to provide accurate reporting and clear customer updates.

Desirable Skills:

· Experience working within Microsoft Dynamics 365, Power Platform, Azure, or related Microsoft cloud environments.

· Familiarity with support desk, managed services, or customer service management operating models.

· Knowledge of SQL Server, reporting, performance investigation, or technical delivery environments.

· Experience improving delivery processes, reporting approaches, or operational tooling.

· ITIL awareness or certification.

Personal Qualities:

· Excellent communication and customer interaction skills.

· Strong team player who can work collaboratively across customer teams, PMO, consultants, and senior stakeholders.

· Ability to work under pressure, manage competing priorities, and meet deadlines.

· Self-motivated, organised, and proactive in driving delivery progress.

· Logical mindset with the ability to troubleshoot issues, identify risks, and support practical resolution.

· Professional, positive, and customer-focused approach in all interactions.