Purpose of the Role & Key Responsibilities:
This is a genuinely transformative opportunity. Our Customer Engagement (CE) Service Line currently generates approximately £10M revenue, with a team of 30+ brilliant CE professionals. Our ambition for CE is 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 key in ensuring HSO takes full advantage of this.
The role covers the following 4 major 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.
2. 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.
3. 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.
4. Talent Development – to build a high performing CE team and to develop new talent for the future success of HSO. To be an integral member of the UK Leadership Team.
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 of time. 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.
· Management / 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. As well as building multi-year relationships for Enterprise clients.
· Managed an annual budget in excess of £20M pa, including investment, forecasting, revenues, profit and loss. Proven ability to understand and successfully manage risk and 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 6 direct reports and a total team of 60+ 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.