• Hold senior oversight of service delivery, keeping SLAs, KPIs and contractual commitments on track.
• Chair monthly and quarterly service reviews.
• Lead Quarterly Business Reviews and governance meetings.
• Step in as the senior escalation contact for major incidents and see them through to resolution.
• Drive continuous improvement across service delivery and the wider customer experience.
• Spot recurring pain points and feed them into problem management to cut down repeat incidents.
• Build and manage service improvement plans wherever they're needed.
• Work closely with service operations to keep technical teams consistent and disciplined.
• Push adherence to each customer's regulatory requirements and support wider adoption across the business.
• Set the standard for the wider team through your own approach.

Technical leadership and consultancy

• Act as the senior technical authority on Microsoft 365, Azure, networking and infrastructure.
• Review customer environments and advise on infrastructure, cloud migration, identity, security, networking and business continuity, always looking for ways to optimise or modernise.
• Identify opportunities that align with the wider product and services portfolio, and develop them.
• Support contract renewals and long term partnership agreements.
• Protect account retention while making sure customers get real value.
• Work with sales, pre-sales and technical services to shape proposals that are secure by design.
• Turn complex technical solutions into business outcomes clients can actually act on.
• Lead customer presentations, workshops and solution reviews.
• Keep every proposal tied to the client's strategic roadmap and priorities.
• Maintain a solid grasp of Microsoft 365, Azure, Entra ID, Intune, Defender, Exchange Online, SharePoint Online and Teams.
• Keep an eye on emerging Microsoft and Azure technology so recommendations stay ahead of the curve.