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Provide hands-on Microsoft 365 consulting to MSP partners through one-to-one troubleshooting, training, webinars, and enablement content. Advise on policy design, Conditional Access, Intune, Purview, Defender, and other Microsoft 365 services. Drive adoption of 365 Manager, identify recurring support patterns, maintain current product expertise, and travel to partner sites and industry events in the UK and internationally.

Leads a team of Implementation Managers overseeing customer implementations across North America. Responsibilities include coaching, workload and KPI monitoring, risk and escalation management, implementation quality assurance, process improvement, coverage coordination, stand-up leadership, customer engagement, and ensuring tickets and kickoff calls are handled promptly. The role requires strong people leadership, project and implementation oversight, cross-functional communication, and familiarity with technical SaaS or Microsoft 365 environments.

Lead multiple client implementations from planning through completion, managing timelines, communications, milestones, and satisfaction. Provide technical troubleshooting, Microsoft-focused guidance, webinars, group training, documentation, and internal enablement. Mentor junior implementation managers, support pre-sales engagements, lead advanced implementations for larger clients, and improve onboarding processes and customer experience.

Leads a global Platform Support team responsible for people management, coaching, recruitment, onboarding, coverage, resourcing, workflows, escalations, quality assurance, knowledge management, and service metrics. Owns CSAT, response and resolution times, backlog, SLA performance, major incident communications, and high-impact customer matters. Partners with Technical Support, Product, Engineering, Partner Success, and Sales while supporting employee development and consistent service delivery across regions and time zones.

Designs and maintains scalable data lake and platform architecture, develops batch and real-time ETL/ELT pipelines, integrates SaaS platforms, databases and APIs, and transforms raw data into trusted datasets. The role supports analytics, reporting, automation and AI initiatives through reliable data delivery, while implementing governance, validation, monitoring, alerting and data quality controls. It also contributes to architecture decisions, troubleshooting, documentation and collaboration with technical and business stakeholders.

Design, develop, and optimize scalable backend systems for cybersecurity solutions. Build APIs, services, reusable code, and web applications; integrate frontend components and third-party APIs; troubleshoot issues; optimize performance; and collaborate with engineering, product, and other stakeholders to deliver secure, reliable platform capabilities.

Lead customers through technical implementations from kickoff to adoption. Coordinate projects, milestones, communications, workshops, webinars, training, documentation, and onboarding activities. Troubleshoot implementation issues, support internal technical training, manage bespoke implementations for larger clients, gather customer requirements, ensure satisfaction, and improve onboarding processes. The role requires strong project management, communication, technical implementation, and customer engagement skills across Microsoft 365, modern workplace, or SaaS environments.

Monitor and investigate security alerts across SIEM, EDR/XDR, network, endpoint, cloud, and identity systems. Triage incidents, analyze logs, support containment and remediation, document investigations, and escalate threats. Improve detection content, tune alerts, participate in threat hunting, support security tool onboarding, and maintain incident reporting. The role includes regular compensated out-of-hours work as part of a 24/7 security operation.

Monitor and investigate security alerts, analyze logs, triage and document incidents, support containment and remediation, and escalate threats. Improve detection content by tuning alerts, reducing false positives, closing gaps, and enhancing playbooks. Participate in threat hunting, onboard security tools, and stay current on emerging threats. The role requires strong Microsoft 365 and Entra ID security knowledge, KQL proficiency, MITRE ATT&CK understanding, sound investigative judgment, and concise technical writing.

Manage a portfolio of MSP partners across Benelux to drive product adoption, renewals and upsell. Onboard clients, run trainings/workshops, monitor account health, surface customer feedback to Product and Engineering, and collaborate with Sales, Support and Marketing to ensure retention and growth.