Collaboration Practice Lead, Professional Services

  • Location: Burnaby, British Columbia
  • Type: Direct Hire
  • Job #3040

Collaboration Practice Lead, Professional Services    
Location: Burnaby,BC
Position Overview 

The primary purpose of this role is to lead, grow and mature Microserve’s Collaboration (MS Teams) Practice, as a part of both Professional and Managed Services. This includes driving new sales, working closely with clients, and focusing on growth as the primary objective.  While doing this, you will also work with the NOC team in order to drive Collaboration related operations standards; both technical and a process perspective with a view towards continuous service improvement across our teams.  

Working in partnership with Microserve’s sales organization you will successfully grow Microserve’s MS Teams Collaboration professional services including direct consulting on Teams Calling and Teams Rooms system soltuions within new and existing client organizations. You will be expected to participate in workshops for our clients to assist with their ongoing technology planning and drive additional business within existing accounts by providing exceptional expertise and value to our clients.  

Key Areas of Accountability: 


  • Act as Collabroation SME in partnership with Microserve’s Account Managers to grow Microserve’s Collaboration practice through working with small and midmarket through enterprise organizations 

  • Own the creation of Statement of Work (SoW) and proposals for all MS Teams based collaboration offerings, including the development and maintenance of proposal templates 

  • Oversee and participate in production of proposals, quotes, and SoWs for security services including formal RFP responses 

  • Responsible for deal strategy for all collaboration services in collaboration with account managers and VP of Professional services for related presales efforts 


  • Responsible for developing marketing collateral and go to market definition for each security offering 

  • Responsible for working with Collaboration partners such as Microsoft, Telecommunications providers, or other vendors to determine certification and training requirements related to our partnership status 

Practice Development 

  • Develop and maintain Intellectual Property for professional services deliverables such as Teamwork and/or Collaboration assessments and/or related controls assessment or maturity reporting 

  • Develop Managed Teams and Managed Teams Rooms managed services offerings; from leveraging internal use benefits, establishing key contracts, set up support processes and systems, reporting, and standardizing engagements using checklists. 

  • Define Service Level Agreements to ensure a clearly defined level of service expected from Microserve as a service provider.   

  • Create and Maintain Mutual Non-Disclosure Agreement templates  

  • Responsible for defining and pricing model for all security offerings; ensuring pricing is reasonable and addresses SMB clients through to enterprise 

  • Primary point of contact for all Partners and contractors required to fulfill our security services portfolio 


  • Professional Services – Collaboration Practice 

  • Provide presales support for Sales organization including qualifying clients, strategic direction and overall leadership for professional services opportunities and engagements.  

  • Conducting workshop sessions with our clients to drive Microsoft 365 based requirements gathering, assess current infrastructure for MS Teams deployment including enterprise telephony 

  • Provide quality project execution through collaborative consulting with each of our clients; from assessments to implementations for Chat, Conferencing, Calling or other related technologies such as Azure AD Identity Management. 

  • Preparation and presentation of related material to project teams, steering committees and/or stakeholder organizations  

  • Working as a project delivery member within a team of consultants under the direction of the project manager or delivering on engagements as lead consultant; depending on size and project scope 

  • Responsible to create solution design documents that describe and explain solutions attributes and associated benefits  

  • Managed Teams Services 

  • Teams Incident Response 

  • Teams Room Incident Response 

  • Client Reporting and Analytics 

  • Assessments and Compliance activities 

  • Focus on improving teamwork and fostering innovation and a culture of continuous improvement across BC and Alberta teams and by extension; Implement team productivity and efficiency improvements, from to identifying and solving problems and developing workarounds or writing SOP/processes  

Skills & Experience: 

  • Experience in leading unified communications and collaboration related projects (Chat, Meetings, Telephony, Devices) from design through to implementation 

  • Experience in leading and conducting workshop sessions with customers for Unified Communications and Collaborations such as MS Teams and Telephony  

  • Senior level experience assessing, reviewing, and implementing hands-on Microsoft Teams and migrating from Skype for Business within enterprise clients 

  • Senior level experience in optimizing networks for real-time collaboration; from Quality of Service, to firewall policies and traffic routing 

  • Relevant certifications (ITIL, Microsoft 365 Certified: Teams Administrator or Enterprise Administrator Expert) would be considered an asset 

  • Proven B2B sales and client relationship management capabilities specific to IT services; ability to engage as trusted advisor at senior / executive levels within organizations 

  • Ability to work collaboratively and cross-functionally with peers to achieve win-win results 

  • Experience in bridging business and technology – tying technology solutions to business needs, and articulating business value of technology 

  • Excellent written and verbal communication skills – including ability to write proposal and RFP response content 

  • Ability to learn quickly and function as a positive and creative member of a team 

  • Analytical and problem-solving skills in planning, and designing creative solutions to meet business needs 

  • Experience creating architectural documentation and diagrams 

  • Experience working across multi-disciplinary teams 

  • Strong time management skills 

  • Ability to drive and motivate the technical team to success 

  • Experience providing guidance on organizational change readiness 

  • Experience in the creation and implementation of M365 Governance models (naming conventions, policies, retention, etc.) 

  • Experience planning Teams launch and rollout campaigns 

  • Strong documentation skills at the architectural level 

  • Experience leading training and support handoff 

  • Prior experience migrating Active Directory and Exchange environments, understanding of the full suite of MicrosoftOffice 365 products and solutions from PowerAutomate to OneDrive and SharePoint 

  • Nice to have – Experience with the Microsoft Productivity Platforms (PowerApps, Power BI, Power Automate, Forms) 


  • Reports to Vice President of Professional Services 

  • No Direct reports 

  • Key internal interactions: PS Manager, NOC Manager, PS and NOC teams, Client Delivery Managers, Sales (inside and outside sales), VP Sales, VP Technical Services, Regional Director of Technical Services & Operations, technical services manager 

  • Key external interactions: Clients, Vendors, suppliers, industry contacts 


  • A minimum of 5 years demonstrated experience as a Senior Collaboration Architect including Telephony and Conferencing technologies 

  • A minimum of two years demonstrated experience with Azure and O365 architecture  

  • A minimum of one year demonstrated experience with Azure Cloud solutions, including: 

  • Power Apps 

  • Flow/Automation 

  • Azure Storage and Logic Apps 

  • Bachelor’s degree in Computer Science, Information Systems, or equivalent education or work experience 

  • Excellent written and verbal communication skills and proven documentation skills 

  • Start date: as soon as possible 

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