The Role
As a Level 2 Senior Microsoft Consultant, you will act as a trusted advisor for key Managed Services clients, owning relationships and leading on complex incidents. You will mentor junior colleagues, provide technical leadership, and ensure proactive management of client environments. This role combines advanced technical expertise with strong leadership and communication skills to deliver seamless service and long-term value.
Key Responsibilities
- Act as primary contact and trusted advisor for key Managed Services clients.
- Lead resolution of complex, multi-system and mission-critical issues.
- Proactively manage support contracts, anticipating client peak periods, change governance and escalations. Work with Service Delivery Management to pro-actively work internally and with Client to provide world class Service.
- Perform advanced monitoring, maintenance, and health checks; identify and manage risks within the managed service contracts.
- Produce and maintain comprehensive documentation to support client-wide knowledge sharing.
- Mentor and support Microsoft Consultants, developing their troubleshooting and communication skills. Acting as a technical escalation point as required.
- Identify optimisation opportunities, upgrades, and best practice improvements within the Managed Services client.
- Work closely with Consulting and Delivery teams to ensure smooth project handovers.
- Support internal teams when needed and contribute to the knowledge base and process improvement.
- Communicate clearly during major incidents, planned maintenance, or service changes.
- Manage utilisation and provide accurate reporting on support, by maintaining your understanding of the key elements of client contracts as they relate to your responsibilities, and work with the client and internal teams to establish commercial cover for requests which fall outside of contractual entitlements.
Skills and Attributes Required
- Experience operating as part of a Service Integrator.
- Skilled at managing solutions across hybrid on-prem and cloud environments.
- Deep understanding of Data Warehousing principles, DR/HA concepts, patching and installation strategies.
- Ability to foresee possible trouble points and define mitigation strategies.
- Provides technical guidance to others and assists with capacity, scaling, and cost management.
Professional Skills
- Rapid absorption of complex technical and organisational information.
- Ability to evaluate multiple solution paths and consider long-term impacts.
- Strong leadership in troubleshooting situations.
- Excellent interpersonal skills to build trust and credibility with clients.
- Clear and confident communication, both written and verbal, across technical and non-technical audiences.
- Empathy and patience when guiding junior colleagues and supporting clients under pressure.
- Resilience and adaptability in high-stakes, fast-paced environments.
- Collaborative mindset, fostering teamwork and knowledge sharing across departments.
- Strategic thinking with a focus on continuous improvement and innovation.
- ITIL4 Foundation.
- Project management certification (Prince2, Agile, or equivalent)
Advantageous Qualifications and Skills
- Experience with automation and infrastructure-as-code practices.
- Familiarity with modern DevOps pipelines and CI/CD approaches.
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