Head, Technology Solutions Services at Westfield Consulting

Job Description

• We are looking for a highly motivated and passionate Cloud Solutions and Services Business Manager to drive high-priority customer initiatives on the Microsoft Azure and Microsoft 365 Platforms, in collaboration with customers and Microsoft's local and regional teams.
• This is a customer-facing role, owning the overall business relationship between the customer, the Microsoft Azure Infrastructure and Applications Development, as well as the Microsoft 365 Platform.
• Goal “ You will be responsible for driving Azure Consumed Revenue (ACR), Azure Customer Add (ACA), and Cloud Billed Revenue (CBR) while overseeing and managing a team of Presales, Architects and Deliver Consultants who will own the Cloud Infrastructure and Azure Applications Development/Modern Workplace technical customer engagements including architectural design sessions, specific implementation projects and/or pilots.
• The ideal candidate will have experience in customer-facing roles and success leading technical conversations with both Business and Technical decision makers, influencers, and Technology subject matter experts.

Core Responsibilities (Activities)
General Technical Leadership:

• Understand customers' overall applications portfolio, IT and business priorities and success measures to articulate requirements for generating the demand for the Technology Teams to design implementation architectures and solutions (Microsoft and 3rd party solutions) using PaaS, DevOps & Advanced Application coding for the Intelligent Cloud Platform.
• In addition, this line of responsibility will apply to the Microsoft Modern Workplace Practice with a focus on Security, Compliance and Productivity.  Apply technical knowledge and customer insights to create a modernization roadmap.
• Create concepts and Models for Architecting solutions to meet business and IT needs, ensuring technical viability of new projects and successful deployments while orchestrating key resources and infusing key Infrastructure technologies (e.g., Windows and Linux laaS, security, Networking, etc.), and Application Development and DevOps technologies (e.g., App Service, containers, serverless, cloud-native, etc.) as appropriate.  
• Design and implement solutions architecture that meets customers' overall business needs leveraging OEM solutions built on Cloud platforms.  
• Develop deep relationships with key customer IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates.  
• Be the Voice of the Customer; Share insights and best practices, and connect with Microsoft Partner, Business and Engineering teams to remove key blockers.  Assess the Customers' knowledge of the Azure platform and overall cloud readiness to support customers through a structured learning plan and ensure its delivery through partners.  
• Collaborate with the Cloud Solution Architects in developing complex end-to-end Enterprise solutions on the Microsoft Azure platform.  
• Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community.  
• Be an Azure Platform evangelist with customers, partners, and external communities
• Lead a team of more than 10 individuals, many of which would be the most experienced and certificated technical practitioners and consultants  
• Collaborate with Tier I leadership in relation to delivery processes and individual service tickets
• Accountable for client onboarding activities in alignment with contractual commitments  
• Oversee priority management of regular duties for the team
• Reprioritize the teams' work on a moment's notice in response to critical events at the client site for severity one (1) issue.
• This includes assessing the required expertise and bringing in the right resources to solve the problem at hand.  
• Active communication with clients (including leading onsite presentations) on delivery status, technology opportunities, and educating clients on industry trends.
• This includes translating technology underpinnings such as security threats and digital transformation in a way that can be understood by the business users.  
• Guide the development of client technology roadmaps (prepared by systems engineers and architects) to ensure those roadmaps evolve the clients' technology environment in alignment with industry trends and Microsoft's technology roadmap

Pre-sales/sales support

• Client interaction
• People Leadership
• Ensure that the team fulfils delivery best practices at the client sites in alignment with Microsoft's technology standards (as an example, when to upgrade operating systems based on a vendor's enterprise and/or feature go-to-market strategy)
• Keep current with industry technology advancements including hardware, software, operating system, security, and methodology trends.  
• Ensure the Creation of a process for ensuring that all Technical Documentation related to Presales and Delivery are curated in a centralized location and ensure Compliance with the same.  
• Manage vendor contracts and relations to ensure investments are maximized and outcomes are achieved.
• Retention and growth of existing contracted customer support contract order value
• Preparation and development oversight of Managed Services RFP responses  
• Meet with prospective clients to discover their technology challenges and determine how Microsoft's services can address those challenges  
• Review and approve client statements of works and quotes  
• Resource planning and bid management associated with RFx across multiple Business Units for Service Solution Development and Pre-Sales activities.
• Actively involved in key client stakeholder status meetings and planning sessions.  
• Present client roadmaps to key client stakeholders (C-LeveI, Directors, Management) and can address their questions about the roadmap.
• Communicate with clients on industry technology advancements including hardware, software, operating system, security, and methodology trends.
• Is an escalation point for clients when delivery issues or Severity 1 matters arise.
• Responsible for the TSS team staff management, including quarterly performance reviews, career mentoring, and performance improvement plans.  
• Responsible for workforce sizing and costing, including recruitment activity (from qualification to interviewing to onboarding and upskilling)  
• Has the responsibility to review and approve timesheets (with client billing implications including overtime) and expenses in accordance with corporate policies
• Drives employee engagement, quality achievement and performance improvement across the organization.  
• Achieve 100% of the Technology Solutions and Services Team Learning and Development Goals.

Qualifications
Education:

• Bachelor's Degree in any relevant discipline.

Relevant Experience:

• Minimum of 10 years in Managed Services environment, with experience in IT Systems, regulations, guidelines, and associated standards

Professional Qualification:

• Microsoft Cloud solutions, Cisco, Meraki, Checkpoint, VMWare  Microsoft Cloud Certifications ” MCSE, Azure Certifications etc.

Knowledge and Skills:

• Relevant Microsoft services & technology use of Microsoft Solutions Framework & Agile Conflict Management Skills  Process management  Ability to prepare and deliver presentations to clients (C-Level, Directors, and Technology Management)
• Ability to create and review technical documentation, including project plans, test procedures, and design documents  Ability to develop, review, and maintain metrics and quality audits.

Behavioural Competencies:

• Business Related
• People Related
• Self-Related Strategic Thinking
• Establishing Focus Stress Management
• Analytical Thinking
• Written Communication Personal Credibility Initiative
• Verbal Communication Flexibility
• Entrepreneurial Motivating / Influencing Others
• Planning and organizing
• Negotiation Skills
• Managing Performance
• Fostering Innovation
• Fostering teamwork
• Project Management.