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Consulting Services Manager

  • Remote
    • St. Louis, Missouri, United States
  • Consulting Services

Job description

The Consulting Services Manager will lead consulting engagements and oversee a team of Microsoft technologists. This team is crucial to delivering full lifecycle Microsoft services, including pre-sales, implementation and ongoing support. You will ensure the team operates efficiently to drive customer revenue, retention, growth, and satisfaction. Leveraging your expertise in Microsoft technologies, you will guide the team to enhance customer service and develop new offerings.

Responsibilities: 

LMA

  • Oversee a team of resources to deliver quality solutions to clients.

  • Manage hiring, coaching, performance reviews, and terminations.

  • Assign tickets and manage daily team workload and coverage.

  • Ensure appropriate resource allocation based on skill, availability, and need.

  • Support team alignment to strategic goals and ongoing development.

Client Engagement and Advisory

  • Partner with clients to translate business requirements into solutions.

  • Direct client engagements through deployments, upgrades, and migrations.

  • Make strategic recommendations to reduce deployment timelines and increase value.

  • Communicate effectively across technical and non-technical stakeholders.

  • Inspire change and adoption through presentations and solution evangelism.

Client Growth and Retention

  • Provide consistent and sufficient pre-sales technical support to meet revenue goals.

  • Break down high-level problems into actionable, scalable technical solutions.

  • Participate in problem analysis and contribute to enhancements or new solution strategies.

  • Ensure a seamless handoff and continuity from pre-sales to project delivery phases.

Service Quality and Performance Management

  • Conduct root cause analysis of critical issues and develop mitigation plans.

  • Ensure services comply with SLAs and ITIL standards.

  • Identify and analyze recurring support issues or patterns in collaboration with TAMs.

  • Engineer service improvements based on technical issue trends and feedback.

Operational Efficiency and Value

  • Monitor service usage by resource, user, and application to identify trends and efficiencies.

  • Drive billing utilization targets and report on performance by team member.

  • Support continuous improvement to delivery models and reduce non-billable time.

  • Track CSAT and implement improvements to enhance customer satisfaction and ROI.

Location: Remote, US
*This position is not eligible to be performed in New York, Colorado, Oregon, Washington, or California.

Job requirements

Qualifications: 

  • 8+ years of experience across the Microsoft tech stack.

  • 5+ years of experience of people management.

  • 3+ years of experience in a service delivery business.

  • Experience with ITSM methods.

  • Understanding of Professional Services business dynamics.

  • Experience developing strategy and roadmap for business function.

  • Experience managing client delivery teams and projects.

  • Executive-level presentation and communication skills.

  • Proven success in leading transformational change in a diverse operating environment.

  • Commercially astute with contract management expertise.

Education: 

  • A Bachelor’s degree in Computer Science, Management Information Systems, Business, or related field or equivalent work experience.

Details

Remote
  • United States
Consulting Services

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