Own day‑to‑day managed services (security + compliance ops) and recurring licensing under Microsoft CSP Tier 1. You’ll deliver SLA excellence, drive adoption and renewals, maintain clean NCE/PSA/RMM operations, and expand accounts while reducing cost‑to‑serve through automation. You are the executive point for customer health, outcomes, and growth.ResponsibilitiesService operations & SLAs: Lead pods operating Defender, Sentinel, Entra ID, Intune, Purview; enforce incident/problem/change, SLOs, and playbooks.Compliance operations: Embed CMMC L2/NIST 800‑171 controls in daily ops; maintain evidence completeness and audit‑ready reporting.Customer success: Health scoring, adoption plans, QBRs/EBRs, escalation management, renewal forecasting, and expansion plays.Licensing lifecycle (CSP Tier 1): Oversee Microsoft NCE (seats, Azure plan), provisioning, co‑term/renewals, price changes, promos, reconciliation, credit governance.Financial discipline: Guard P&L levers (utilization, backlog burn‑down, margin); ensure PSA hygiene and accurate, timely invoicing.Automation: Reduce toil via RMM policies/scripts, Azure Logic Apps/Power Automate, and API integrators (e.g., n8n, Rewst); track time saved and error reduction.Attach & expansion: Partner with CRO to attach enablement → managed services and upsell security add‑ons and GCC High licensing.Success Metrics (6–12 months)SLA attainment ≥ 90–95%; MTTR down QoQ.Renewal rate ≥ 95%; NRR ≥ 110–115% (target segments).Billing accuracy ≥ 99.5%; clean month‑end close (no re‑bills).Evidence completeness ≥ 99.5% for managed CMMC customers.X% of high‑volume tasks automated; measurable cost‑to‑serve reduction.
