Specialist Solutions Engineer - Managed Services

Duties & Responsibilities:

Engage customers to understand business challenges, support gaps, operational pain points, and desired outcomes for managed services engagements.

Lead discovery and scoping conversations for managed services covering combinations of infrastructure, cloud, Microsoft, networking, storage, backup/data protection, virtualization, VDI, service desk, and security operations.

Design integrated, outcomes-based support models that include 24x7 monitoring and event management, incident/change/request handling, platform administration, and continual service improvement.

Define service boundaries, inventory assumptions, onboarding activities, tooling requirements, and operational handoff needs, including monitoring integration, ITSM workflows, runbook development, and knowledge transfer.

Build and refine client-facing proposals, service descriptions, pricing inputs, and solution summaries that clearly articulate what AHEAD will deliver and how the service creates lasting business impact.

Collaborate with Managed Services delivery, Client Success Managers, project teams, and account teams to validate supportability, govern transitions, and align the presales design with operational reality.

Present managed services solutions, answer technical and operational questions, and explain AHEAD’s delivery model, staffing approach, SLA/SLO framework, and governance cadence to clients and internal stakeholders.

Identify opportunities to expand managed services relationships through renewals, cross-sell motions, new service towers, and platform adjacencies.

Technical Expertise:

Experience working in a managed services or recurring-services presales environment across one or more of the following domains:

Infrastructure and cloud observability

Network, virtualization, storage, and data protection operations

Microsoft 365 suite

Endpoint management and Service Desk operations

Security services operations

Broad understanding of managed infrastructure services such as network infrastructure, UCaaS, compute/OS, virtualization, VDI, and storage platforms.

Familiarity with Microsoft 365 suite managed operations.

Ability to scope managed data protection, monitoring, and operational tooling services, including backup platforms, observability platforms, ITSM integration, dashboards, alerting, and automated escalation workflows.

Ability to partner with service delivery, operations, architects, and adjacent practice teams to identify and build solutions for customers.

Provide market and field input to management, pricing, packaging, and future managed services offerings based on live customer demand and solutioning experience.

Participate in continued education to maintain and grow technical depth across managed services domains and vendor ecosystems.

Pre-Sales Expertise:

Experience conducting discovery, whiteboarding, and solution design sessions that convert customer needs into configurable managed services engagements.

Experience creating proposals, service briefs, solution estimates, inventory-based pricing, and supporting documentation for new managed services opportunities and renewals.

Ability to identify, validate, and grow opportunities in high-potential accounts through consultative conversations and strong collaboration with sellers and specialists.

Increase customer confidence through clear communications, professionalism, and well-defined service scope, assumptions, and onboarding plans.

Preferred experience in pricing and scoping outcome-based or fixed-scope managed service designs.

Requirements:

Must have a at least 5 years of experience selling, designing, supporting, or configuring enterprise infrastructure, cloud, or managed services solutions in a customer-facing role.

Must have the ability to analyze existing and anticipated client requirements and promote consideration of companies’ solutions and services to meet the client’s requirements.

Demonstrated ability to work with and communicate with other team members.

Must have excellent communication, documentation, and customer facing skills.

A desire to learn and be a problem solver.

Education & Training:

10+ years of hands-on experience in IT.

5+ years of experience in an Engineer, Consultant, or Solutions Engineering role.

Industry-recognized certifications from relevant vendors or platforms are preferred.

Position Type & Expected Hours of Work:

Position Type: Full-time, permanent position, 40 hours/week.

Position Location: Hybrid with up to 10% travel.

Travel Requirements:

Internal Company events and meetings

Vendor conferences and events

On-site Customer meetings and Marketing events