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Micro Interview with Nicola Hannay

Micro Interview from our Micro lesson series with Nicola Hannay, Head of Marketing, HSO

Meet
Nicola Hannay
Head of Marketing

Grant me the serenity to accept the things I cannot change, the courage to change the things I can, and wisdom to know the difference.

Each morning starts with a small win, ten minutes of Duolingo and a quick workout set the tone for the day.
Meet Nicola Hannay, Head of Marketing at HSO UK. Nicola has a clear plan in hand, and she likes to dive into work, balancing focus and efficiency. Workdays are mapped out and managed with precision and clear boundaries that ensure evenings are spent enjoying family, food, and relaxation.

What’s your work routine?

Wake up, do 10 minutes Duolingo, have a workout, shower and get to my desk. Check calendar and email. Be as efficient and effective as possible. Aim to take a lunch break. Aim to finish by 6.30pm. Make dinner. Eat with the family....and relax.

What’s one misconception about technology projects you’ve come across?

They run smoothly all the time, from start to finish.

What metrics matter most in a tech project?

Time to value/ROI.

Something you wish you’d known about your work when you first started?

Marketing is not an exact science and no matter how brilliant the strategy, if the message doesn’t land, the impact is lost.

What did your biggest professional failure teach you?

Know who you can trust.

The #1 thing that helps organisations get value from their technology projects?

Understanding that they are, first and foremost, change management projects. Success depends on bringing people with you.

Your parting piece of advice?

Grant me the serenity to accept the things I cannot change, courage to change the things I can, and wisdom to know the difference.

Check out our vacancies

GB Remote

Marketing & Communications

Senior Marketing Manager

Senior Marketing Manager  About HSO HSO is a business transformation partner with deep industry expertise and global reach. We help organisations unlock the full value of the Microsoft Cloud by combining Azure, Data, AI, Copilot, Security, and Business Applications to deliver intelligent, scalable digital platforms. Founded in 1987, HSO has more than 2,500 professionals across Europe, North America, and Asia and is a member of Microsoft’s Inner Circle representing the top one percent of partners worldwide. HSO’s market credibility is reinforced by independent analyst recognition. In The Forrester Wave: Microsoft Business Application Services Q1 2026, HSO was recognised as a Strong Performer and positioned among the largest global systems integrators in the market, reflecting our enterprise delivery capability, industry solutions, and deep Microsoft expertise. While this recognition highlights our heritage in transformation programmes, HSO’s strategic focus is centred on intelligent cloud platforms, strong data foundations, and next generation AI. Our innovation roadmap is evolving from Copilot enabled productivity to agentic AI solutions supported by dedicated AI innovation capabilities and joint initiatives with Microsoft. This positions HSO as a partner not only for digital transformation but for building more intelligent, automated, and data driven organisations. Why join HSO? At HSO, our people are at the centre of everything we do. We foster a culture built on collaboration, innovation, and continuous learning. You’ll be joining a team that: Works at the forefront of AI, automation, and cloud transformation Invests in training, certifications, and career development Encourages flexibility, wellbeing, and work-life balance Delivers impactful, enterprise-scale programmes The Role As a Marketing Campaigns Manager, you will drive demand generation and brand positioning across HSO’s core solution areas, including business applications, cloud, data, and AI. This role is industry-agnostic and focuses on building and executing integrated marketing campaigns aligned to solution offerings and go-to-market priorities, rather than specific vertical sectors. You will work closely with Sales, Delivery, and Global Marketing teams to create campaigns that generate pipeline, strengthen brand presence, and support revenue growth.   What you’ll be doing Develop and execute integrated, multi-channel marketing campaigns to drive pipeline growth Align campaign strategy with HSO’s solution portfolio and Microsoft priorities Collaborate with Group Marketing to localise and activate global campaigns Define audience segmentation, buyer personas, and messaging frameworks Position HSO as a thought leader in Microsoft technologies, including cloud, data, and AI Plan and deliver digital campaigns, webinars, and events Partner with Sales to support opportunity generation and progression Develop high-quality content including case studies, blogs, whitepapers, and sales assets Manage external agencies and partners where required Oversee campaign budgets and optimise ROI across channels Track, measure, and report on campaign performance and pipeline impact Leverage CRM and marketing automation tools (e.g. Dynamics 365) Continuously optimise campaigns using data, insights, and emerging marketing technologies (including AI-driven tools)   What we’re looking for Essential 8+ years of B2B marketing experience within technology or professional services Proven track record in delivering demand generation and pipeline growth campaigns Strong experience in digital marketing and multi-channel campaign execution Experience with CRM and marketing automation platforms (e.g. Dynamics 365) Ability to work cross-functionally with Sales and technical stakeholders Strong communication, planning, and organisational skills Data-driven mindset with experience measuring marketing performance Desirable Experience with Account-Based Marketing (ABM) Familiarity with Microsoft technologies (Dynamics 365, Azure, Power Platform) Experience working within a Microsoft Partner or consultancy environment Knowledge of tools such as Google Analytics, SEMrush, Canva, Adobe InDesign Experience creating multimedia or video content   Key competencies Commercially focused and results-driven Creative and strategic thinker Strong analytical and problem-solving skills Ability to manage multiple campaigns simultaneously Collaborative and stakeholder-focused Adaptable in a fast-paced environment   Location Hybrid working with travel as required   Benefits HSO offers a competitive salary, bonus, and benefits package, along with: Continuous learning and development Access to certifications and training Career progression within a global organisation Flexible working environment Supportive and collaborative culture  

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GB Remote

Project & Program Management

Programme Manager

HSO International – Project Manager  Position: Project Manager Department: Program Services Visa Sponsorship: You must have legal working rights in your country of residence within the EMEA region. Sponsorship and relocation only available within the Netherlands Type of work: Remote or Hybrid, depending on location International travel is required depending on program needs. Minimun 35% travelling About the role The Project Manager at HSO is accountable for the successful delivery of a defined project or major workstream within a broader transformation program. This role owns delivery outcomes within clear boundaries: scope, schedule, quality, readiness, and customer adoption for their project. In this role, your primary focus is on driving execution excellence. You spend most of your time on detailed planning, sequencing, dependency management, readiness control (testing, data, cutover), issue resolution, and day-to-day delivery leadership. You optimize outcomes within given constraints and ensure that delivery reality is visible early. If you want a role where you own the execution layer of large or complex global programs and make a direct impact on delivery success, this is it. Leading Microsoft Partner HSO belongs to the elite Microsoft Dynamics Inner Circle for 21 years, within the top 1% of all Microsoft partners worldwide. With over 2,800 professionals and a worldwide presence, we deliver successful implementations across industries globally. HSO International At HSO International, you’ll join a diverse team of 300+ colleagues from 50+ nationalities, working on cross-border projects that make a global impact. Learn more about Life at HSO International: https://www.hso.com/en/campaigns/life-at-hso-international/ Key Responsibilities Own day-to-day delivery of assigned projects or complex program workstreams, ensuring scope, plan, dependencies, and customer readiness remain aligned Participate in pre-sales and mobilization by shaping delivery plans, budgets, governance models, and risk assumptions that are executable in practice Contribute to and co-author Statements of Work (SOW), with specific accountability for assumptions, risks, delivery economics, team structures, phase entry/exit criteria, and change control Build and maintain integrated delivery plans that align architecture, build, testing, integrations, and customer activities Coordinate cross-functional delivery across architects, developers, functional consultants, testers, integration teams, and customer SMEs  Monitor requirements gathering and setting acceptance criteria, ensure backlog items are sized, prioritized, and ready for build Drive testing readiness, including test planning, data availability, environment coordination, defect management, and go-live preparation Maintain strong RAID discipline, proactively identifying risks, issues, dependencies, and downstream impacts Identify scope gaps early and initiate structured change-control discussions when required Run governance forums that drive real decisions, including steering committees, risk reviews, and change control boards Communicate clear, factual status and risk updates to customers, senior project managers, and program leadership Partner with customers to strengthen their ability to participate effectively in requirements, testing, data readiness, and decision-making Contribute to continuous improvement of HSO’s Standard Working Practices (SWP) and delivery quality culture Depending on seniority and complexity of an assigned project, you will work under the guidance and direction of a Senior Project Manager or Program Manager. Requirements 3–5+ year’s experience delivering ERP, Data, or digital transformation projects  Must exposure to Dynamics 365 ERP experience or comparable enterprise platforms Experience in complex, multi-team or multi-stakeholder environments Strong grounding in planning, backlog management, requirements clarification, testing preparation, and RAID (Risks, Actions, Issues, and Decisions) Experience working within structured delivery frameworks and governance models Ability to see and manage task-level delays and manage their downstream impacts Ability to simplify complexity and drive clarity in pressured environments  Experience using DevOps or similar delivery management tools. Hands-on, structured, and proactive approach to execution and problem solving. Confidence to escalate issues factually and early Influence without authority; create clarity and accountability through facts, options, and trade-offs Structured approach to risk management, ambiguity, and scenario-based decision-making Awareness of delivery economics and commercial impact Ability to balance scope, quality, time, and cost without false certainty International travel required depending on program needs. Minimun 35% travelling  Benefits Why should you choose HSO International? Development and growth You get a job with plenty of career opportunities with a leading provider of innovative enterprise business solutions and a distinct Microsoft Global Solution Integrator, who perceives your motivations, talents, and ambitions.Career Path for this role HSO offers a clear, capability-based progression for delivery professionals: Project Coordinator / PMO → Project Manager → Senior Project Manager → Program Manager. Project Managers grow by mastering execution discipline, customer leadership, and cross-team coordination within global transformation programs. Fun and success You work in a collaborative and professional environment where success is built on teamwork and with colleagues who are ready to help each other. International project exposure  Joining our team offers an exciting opportunity to engage in international projects, providing invaluable exposure to diverse cultures, markets, and perspectives. Through your involvement in these projects, you will broaden your global network, enhance your cross-cultural communication skills, and gain firsthand experience in navigating the complexities of international collaboration. Freedom and responsibility You have the freedom and flexibility to organize your workdays, but especially to shape your own career. Take the next step! Does the combination of business processes and Microsoft technology appeal to you? Take the next step in your career path with HSO International!  

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GB Remote

Customer Success / Support

Managed Services - Optimisation Consultant

Managed Service Optimisation Consultant: Manufacturing and Warehousing About HSO:  HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing worldclass, 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 Optimisation Consultant (internal Bnext position 4.4 Senior Consultant, or 4.5 Consultant) is a role within the HSO managed services industry focused customer team whose role is to deliver application consultancy, implementation services, presales, training and support to customers and colleagues, prospective customers and operational processes as required.   As part of the customer team, you will deliver small projects and optimisations to existing customers, ensure all changes are delivered to high standards allowing our customer to achieve value from the changes and our support teams to seamlessly take them into service. Due to the nature of the job, you will be required to have broad knowledge of D365 modules including finance, trade and logistics, stock, warehousing, procurement and sourcing etc. An understanding of the wider Microsoft stack including Azure functionality, Data pipelines and integrations is also desirable.  Key Responsibilities:  Optimisation Delivery:  Liaise with clients to analyse business processes, clarify customer requirements and determine the scope of required solution.  Business Process design/mapping and documentation  Leading implementation streams through to delivery and initial post Go-Live support  Lead customer focused streamed solution playback sessions and perform fit gap analysis  Develop design specifications  Lead internal solutions design and process mapping workshops  Deliver and implement Dynamics D365FO and AX  Deliver high quality business and software application services to clients  The creation of high quality and sustainable client solutions  Deliver all consultancy according to our Project Methodology, ensuring that all software applications are implemented successfully according to the project plan  Meet customer expectations of business knowledge, skills and behaviour  Identify business/project risk and mitigate or communicate as necessary  Communicate progress updates to relevant parties both formally and informally  Achieve above-minimum levels of chargeable utilisation and charge-out rates  Participate in pre-sales activities as requested  Ensure customers always receive high quality optimisation services   Participate in daily and weekly Customer Team standups to maintain operational alignment  Reporting & Service Improvement:  Support customer team in gathering insights on optimisations to present at customer service reviews  Support customer team in collecting and data to identify opportunities to improve customer environments and applications  Support customer team with recommend service adjustments or enhancements based on engagements with customers   Compliance & Internal Governance:  Ensure timely completion of internal processes in accordance with the Management Authorisation Rules, policies and Company Handbook  Work in alignment with HSO’s Quality System and governance requirements  Experience & Skills:   Experience in multiple hands-on software implementations with Dynamics 365 F&O in a Consulting role within a functional role or relevant experience working within a specific industry – Manufacturing and/or Warehousing Expertise in providing consultancy over multiple modules in an D365FO / AX environment  Excellent presentation, demonstration and training skills  Good written and verbal communication skills, in English   Experience with Dynamics D365FO / AX in a Consulting or End User role  Adept at Business Requirement Analysis  Dynamic 365 F&O Certification in at least one key area e.g., Finance, Manufacturing, Distribution and Trade  Experience in assisting customers build continuous improvement road maps to ensure their investment in the Microsoft stack remains relevant and utilises as much of the new functionality as possible  Willingness to travel to support customers’ requirements on site, if required      Desirable Skills:  Support Desk Experience   Conversant with Power Platform Suite – BI/Apps   Technical knowledge including SQL Server, Performance investigation, SSRS reports, Cloud/Azure technology   Industry knowledge  Pre-sales experience  Project Management experience  Business process mapping, modelling and documentation knowledge  At least one implementation with documentation in the role of Senior Consultant  Worked in a solution delivery capacity in the past  Willing to expand and train in other areas to cover demand as required.      Personal Qualities:  Excellent Communication and Customer Interaction Skills   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   Ability to Manage Customer Expectations    Must have a logical mind set and the ability to trouble shoot complex issue   Team player willing to be part of a team as well as help teams grow and foster        

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GB Remote

Customer Success / Support

Managed Services - Business Lead Consultant

Managed Service Business Lead Consultant  About HSO:  HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing worldclass, 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 Business Lead Consultant known as a “BLC” (internal Bnext position 5.3 Lead Technical Consultant) is part of the UK managed services industry customer teams and plays a critical role in building long term partnership with our customers ensuring we deliver value through changes and improvements. This role partners closely with Account Management and Customer Teams to identify optimisation and continuous improvement opportunities building a backlog of work as well as assisting with service or project opportunities.    The role is focused on being a trusted advisory to those customers within the industry customer team engaging with customers on business process improvement and optimization through Microsoft technology. This role requires a deep understanding of managed services operations and the ability to drive value for our clients.      As a BLC you will be an integral part of the customer team, providing expert advice on business process optimization using Microsoft technology. You will support team colleagues in resolving disruptions and propose improvements to prevent future issues.      A proactive approach to client service, demonstrating the ability to anticipate client needs and provide innovative solutions is key in this role. This role offers the opportunity to make a significant impact on client operations while working within a dynamic, collaborative customer team environment. The Business Lead Consultant will play a crucial role in driving client satisfaction and business growth through expert advice and strategic technology implementation.   Key Responsibilities:  Backlog Ownership, Creation and Delivery:  Act as a lead consultant to plan the optimisation roadmap  Work with customer to build a roadmap of continuous improvement and engagement to assist in meeting the managed services targets for optimisations against our customer base  Liaise with clients in order to analyse business processes, clarify customer requirements and determine the scope of required solution  Business Process design/mapping and documentation  The creation of high quality and sustainable client solutions  Serve as a managed service solution specialist building strong relationships with customer assigned to the customer team, becoming a trusted advisor   Work with Customer Teams and account managers to identify upsell and cross-sell opportunities based on customer maturity, usage and evolving needs  Work with Customer Teams and account managers to position additional services such as enhanced support, optimisation, monitoring, automation, or advisory services  Support all HSO teams with customer conversations providing structured, value-led conversations rather than reactive services  Deliver high quality business and software application services to clients  Deliver and implement Dynamics D365FO and AX  Leading implementation streams through to delivery and initial post Go-Live support • Lead customer focused streamed solution playback sessions and perform fit gap analysis  Communicate progress updates to relevant parties both formally and informally  Commercials and Pricing:  Ensure all managed service proposals are delivered with accurate and competitive pricing using the latest HSO managed services pricing calculators and cost models   Ensure proposals are commercially viable, consistent and aligned to HSO’s approved services and delivery models   Delivery and creation of clearly articulated scope documentation to customer and HSO teams, identifying all service in and out of scope   Support deal governance, approvals and internal handover into delivery  Stakeholder Collaboration:  Maintain strong collaboration with Industry Leads, wider Service lines, customer teams and Global Managed Services teams  Meet customer expectations of business knowledge, skills and behaviour  Work closely with Customer Team and Technical SMEs to validate scope and approach  Act as the bridge between technical teams and commercial stakeholders  Support consistent messaging across sales, pre-sales, and delivery  Contribute to the continuous improvement of Managed Services offerings and collateral  Promote awareness of additional and new services that customers may require or benefit from  Research and validate customer needs to support accurate solution design and scoping  Assist HSO managed service team with contract changes including drafting changes and pricing amendments  Proactively identify potential new service offerings and work creatively with stakeholders to develop effective new solutions  Reporting & Service Improvement:  You actively engage in communication with your Customer Team Manager and customers to manage expectations regarding business improvement progress at customers, potential opportunities, and any issues at customer site. This includes regular status updates, addressing concerns, and ensuring that all parties are informed and aligned on objectives and timelines.   Support customer teams in collecting and analysing data to improve service offerings and highlight any areas for growth services or new service offerings  Compliance & Internal Governance:  Ensure timely completion of internal processes in accordance with the Company Handbook  Work in alignment with HSO’s Quality System and governance requirements  Ensure all deals are compliant with HSO management authorisations rules  Experience & Skills:   4+ years of hands-on software implementation experience with Dynamics 365 F&O in a Consulting role with 5+ years additional experience OR 4+ years working within a specific industry – Finance or ProServ  Expertise in providing consultancy over multiple modules in an D365FO / AX environment  Experience with Dynamics D365FO / AX in a Consulting or End User role   Adept at Business Requirement Analysis   Dynamic 365 F&O Certification in at least one key area e.g., Finance, Manufacturing, Distribution and Trade   Experience in assisting customers build continuous improvement road maps to ensure their investment in the Microsoft stack remains relevant and utilises as much of the new functionality as possible   Willingness to travel to support customers' requirements on site Proven experience in a Pre-Sales, Solution Consulting, or Commercial role within Managed Services  Strong background in Microsoft-based solutions, ideally Dynamics 365 and Azure  Ability to hold credible conversations with technical and non-technical stakeholders  Comfortable discussing pricing, scope and value with customers  Strong written skills for proposals, statements of work and service descriptions  Confident presenter in customer-facing discussions and internal forums  Structured, analytical thinker with attention to detail  Desirable Skills:  Experience working for a Microsoft Partner or SI  Exposure to ITIL, service management, or customer success frameworks  Understanding of long-term support, optimisation, and platform evolution models  Has worked in a managed service environment and assisted in development of new service offerings   Industry knowledge of Finance or Professional Services  Project Management Experience       Personal Qualities:  Excellent Communication and Customer Interaction Skills   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   Ability to Manage Customer Expectations    Must have a logical mind set and the ability to trouble shoot complex issue   Team player willing to be part of a team as well as help teams grow and foster      

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