Responsibilities
### What you’ll do
- Own end-to-end delivery of professional services engagements across security hardening, and services implementation across Fenix24’s enterprise client base — from kickoff through steady-state handoff.
- Lead executive-level client conversations, serving as the primary strategic and technical point of contact for CIOs, CTOs, VPs of IT, and senior infrastructure leadership throughout the engagement lifecycle.
- Manage client escalations with urgency and professionalism — de-escalating tension, identifying root cause, driving resolution, and maintaining executive trust throughout the process.
- Drive the onboarding and implementation of new managed service clients across backup, firewall, and CEM programs — coordinating technical resources, setting expectations, and ensuring a high-quality initial experience that transitions smoothly into ongoing operations.
- Oversee security hardening engagements across client environments — ensuring delivery teams follow Fenix24’s standards for endpoint security, identity protection, perimeter defense, and infrastructure hardening, with measurable outcomes documented at every stage.
- Mentor and develop the professional services engineering team — including Virtualization, Infrastructure, Network, M365, Identity, and Backup Engineers — through coaching, structured feedback, knowledge transfer sessions, and hands-on guidance in the field.
- Serve as a technical escalation path for engineering teams — stepping in to provide expert guidance on complex delivery challenges, architecture decisions, and client-specific technical obstacles.
- Collaborate with Project Managers, Practice Leads, and Account Managers to scope engagements, develop effort estimates, establish delivery timelines, and ensure resource alignment across active engagements.
- Establish and continuously refine delivery standards, runbooks, and playbooks for professional services engagements — driving consistency, repeatability, and quality across the team.
- Foster a culture of ownership, excellence, and continuous improvement within the engineering team — setting a high bar for technical quality, client communication, and professional conduct.
- Ensure all delivery work aligns with Fenix24’s security-first philosophy and organizational standards — holding teams accountable to quality, timeliness, and the measurable improvement of client security posture.
- Stay current on the threat landscape, security tooling, and best practices across the domains served by the professional services team — bringing relevant insight into client advisory conversations and internal delivery planning.
- Proactively identify and communicate scope changes, schedule impacts, and delivery risks to internal leadership and client stakeholders, ensuring transparency and collaborative resolution.
- Coordinate change management and governance processes across client engagements, ensuring adherence to Fenix24’s change control policies and client-specific approval workflows.
- Lead engagement closeout and managed service transition activities — facilitating knowledge transfer, documenting client environment baselines, and ensuring a smooth handoff to ongoing managed operations teams.
- Participate in pre-sales and solution design conversations alongside account teams — providing technical credibility, scoping input, and helping to shape proposals that are both accurate and compelling to enterprise clients.
- Additional responsibilities as assigned.
Requirements
### Qualifications, Requirements & Preferred Skills
- 8+ years of experience in IT infrastructure, cybersecurity, or professional services, with at least 3 years in a delivery leadership, technical management, or principal architect role.
- Hands-on technical background spanning one or more of the following domains: enterprise backup and data protection, network security and firewall management, endpoint and identity security, infrastructure hardening.
