About the Role
- As an Account Executive, you will take full ownership of a diverse portfolio of clients, acting as a trusted advisor, strategist, and commercial driver. This is a multifaceted role combining service excellence, relationship leadership, and growth enablement.
You will operate across six key dimensions:
- Strategy Driver | Operational Oversight | Relationship Owner | Sales Farmer | Technology Champion | Commercial Owner
Key Responsibilities
Operational Oversight
- Ensure seamless service delivery aligned to SLAs and client expectations.
- Develop a deep understanding of client contracts and translate requirements into operational outcomes.
- Facilitate regular operational reviews with internal teams to identify improvements and opportunities.
- Coordinate vendors and third-party providers where required.
- Lead monthly service reviews and support escalation and crisis management when needed.
Relationship Ownership
- Build and nurture strong relationships with executive stakeholders and decision-makers.
- Act as the Single Point of Contact for client engagement.
- Strengthen partnerships through proactive engagement, events, and value-driven interactions.
Sales & Growth (Sales Farmer)
- Identify opportunities for upsell and cross-sell within existing accounts.
- Analyse client environments to recommend new services, solutions, or improvements.
- Develop proposals and quotations aligned to client strategy.
- Maintain accurate weekly forecasts within CRM systems.
Technology Champion
- Stay informed on emerging technologies and align them to client environments.
- Lead workshops to shape client technology roadmaps.
- Maintain awareness of infrastructure lifecycle and warranty status.
Commercial Ownership
- Drive SLA renewals and manage contract lifecycle.
- Ensure engagements remain profitable and aligned to client outcomes.
- Review agreements and optimise IT spend in collaboration with clients.
Strategic Leadership
- Develop account strategies to enhance client value and satisfaction.
- Align Netsurit services with client business goals and long-term plans.
- Build actionable roadmaps that deliver measurable outcomes.
Qualifications & Experience
- 5–10 years experience in IT services, consulting, or managed services environments.
- Background in outsourcing, service delivery, or client-facing technology roles.
- Strong commercial acumen with exposure to financial and contract management.
- Experience in sales, account growth, or solution positioning.
- Working knowledge of ITIL or service management principles.
Core Competencies
- Strategic thinking and business insight
- Relationship building and stakeholder influence
- Problem solving and solution orientation
- Planning, organisation, and foresight
- Commercial ownership and accountability
- Client-centric mindset
Technical & Professional Skills
- Excellent written and verbal communication skills.
- Strong presentation and facilitation abilities.
- Experience with PSA/reporting tools such as ConnectWise and BrightGauge.
- Familiarity with analytics and reporting tools.
- Advanced Microsoft Excel skills.
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- You will design enterprise-grade Microsoft Dynamics 365 Business Central solutions from discovery to go-live and beyond. You will define the blueprint, lead the build, and ensure long-term scalability.
- If you have led complex ERP transformations and understand Business Central inside out, this is your seat at the table.
What Youll Own
Architecture & Design
- Design scalable, end-to-end Business Central architectures aligned to business objectives
- Lead requirements workshops, solution discovery sessions, and architecture design reviews
- Define system blueprints across:
- Financial management
- Billing and revenue processes
- Inventory and operations
- Asset management
- Workflow and automation
- Establish configuration vs customization strategy using upgrade-safe extension patterns
- Design integration architecture with CRM, operational platforms, finance tools, payment processors, data platforms, etc.
- Ensure scalability, performance, and long-term maintainability
Development & Technical Execution
- Develop custom modules, extensions, and APIs using AL
- Translate complex business processes into scalable Business Central components
- Lead data modeling, migration strategy, and environment planning
- Implement automation, workflows, and event-driven extensions
- Build reusable integration frameworks and API connectors
- Ensure solutions follow Microsoft best practices and remain upgrade-safe
Technical & Program Leadership
- Collaborate with product owners, stakeholders, and cross-functional teams
- Provide mentorship, conduct code reviews, and guide technical standards
- Drive DevOps practices including CI/CD pipelines and release governance
- Manage sandbox, UAT, and production environments and deployment processes
- Lead complex ERP implementations as solution architect or technical lead
Operations & Continuous Improvement
- Implement telemetry, monitoring, and performance optimization strategies
- Support UAT, user training, and documentation efforts
- Guide post go-live stabilization and iterative enhancements
- Continuously evaluate and improve system architecture for growth and scale
What You Must Bring
- 7+ years of experience with Microsoft Dynamics NAV / Business Central
- Strong expertise in:
- Business Central architecture
- AL development
- Extension design and upgrade-safe development
- Experience leading full lifecycle ERP implementations
Strong knowledge of:
- Financials
- Inventory and operations
- Billing and revenue workflows
- Data structures and ERP system design
- Experience building and consuming APIs and system integrations
- Experience with SaaS and/or hybrid cloud deployments
- Proven ability to lead enterprise-level ERP initiatives
Preferred Qualifications
- Experience across multiple industries (manufacturing, distribution, services, logistics, asset-based businesses, etc.)
- Azure experience (Service Bus, Functions, Logic Apps, API Management)
- Familiarity with Power Platform (Power Apps, Power Automate, Dataverse)
- Experience designing event-driven architectures
- Enterprise data migration and system modernization experience
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The Role
- We are looking for a Dispatcher (IT Operations & Service Coordination Specialist) to act as the operational backbone of our service delivery function.
- This is not a helpdesk role.
- This role is about ownership, coordination, and control of ticket flow, escalations, and SLAs in a fast-paced MSP environment.
- You will work directly with Netsurit clients, all of whom are based in the United States, coordinating closely with engineers and stakeholders to ensure service continuity, clear communication, and exceptional customer experience. Experience working with US-based clients and US business hours is strongly preferred.
What Youll Be Responsible For
Ticketing, Queues & Escalations
- Triage, assign, and manage incidents across their full lifecycle
- Monitor inbound queues and escalation paths
- Proactively prevent SLA breaches
- Coordinate complex escalations across multiple technical teams
- (Experience with Remedy BMC is highly relevant and transferable to ConnectWise PSA.)
SLA Management, Reporting & Service Control
- Monitor SLA performance and service metrics
- Produce operational, incident, and backlog reporting
- Identify trends and recommend workflow improvements
- Support continuous service improvement initiatives
Client & Team Coordination
- Serve as the central coordination point between clients, engineers, vendors, and internal stakeholders
- Communicate directly with US-based clients in a clear, professional, and confident manner
- Manage VIP and high-priority clients with accuracy and urgency
- Support distributed teams across time zones
Documentation & Process Excellence
- Maintain accurate ticket notes and documentation
- Ensure changes and maintenance activities are validated and well communicated
- Align operational processes with ITIL best practices
After-Hours & High-Pressure Operations
- Confidently support night-shift and after-hours operations
- Remain calm, structured, and decisive under pressure
- Manage multiple priorities without sacrificing quality or accuracy
What You Bring (Non-Negotiable)
Experience
- 5+ years in IT Operations, Service Coordination, or IT Support
- Proven experience managing high ticket volumes, escalations, and SLAs
- Background supporting MSP or enterprise environments
- Experience working directly with US-based clients (strongly preferred)
Technical & Platform Exposure
- Ticketing and coordination tools (Remedy BMC, ConnectWise PSA or similar)
- Microsoft 365 and SharePoint
- SAP, Intellidispatch, RDC, Avaya (advantageous)
- Solid understanding of infrastructure, networking, and support workflows
Ways of Working
- Highly organized, detail-oriented, and proactive
- Strong time management and multitasking ability
- Clear, customer-focused communication skills
- Confident stakeholder and vendor coordination
- Strong respect for SLAs, process, and service quality
Security & Modern IT Awareness
- Understanding of cybersecurity fundamentals
- Experience supporting secure environments
- Awareness of risk, compliance, and change management
- Exposure to cybersecurity, network defense, endpoint security, or risk management is a plus
Education & Certifications (Highly Valued)
- National Certificate in IT Systems Support or Networking
- ITIL-aligned service delivery experience
- Certifications in cybersecurity, project management, Agile, or data fundamentals
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- Join a HIGH-PERFORMANCE Microsoft partner working with BLUE CHIP clients across CLOUD and HYBRID environments. This is not a maintenance role. This is where SECURITY meets STRATEGY, and where your decisions directly protect enterprise-scale environments.
What you will OWN
- Design and IMPLEMENT security solutions across the MICROSOFT SECURITY STACK
- Work across DEFENDER (Endpoint, XDR, O365, Cloud, Cloud Apps) and MICROSOFT SENTINEL
- Secure AZURE IaaS workloads — VMs, NETWORKING, and PLATFORM SERVICES
- Run SECURITY ASSESSMENTS, identify VULNERABILITIES, and drive REMEDIATION
- Troubleshoot complex SECURITY INCIDENTS across Microsoft environments
- Define and evolve SECURITY POLICIES, STANDARDS, and BEST PRACTICES
- Collaborate with top-tier SECURITY CONSULTANTS on high-impact projects
- Contribute to building next-gen SECURITY OFFERINGS and SOLUTIONS
What you bring to the table
- 5+ years in IT SECURITY or related field
- Strong hands-on experience across MICROSOFT DEFENDER, SENTINEL, ENTRA ID
- Deep understanding of AZURE IaaS and CLOUD SECURITY ARCHITECTURE
- Solid grounding in NETWORK SECURITY, ENDPOINT SECURITY, IAM, and SOC OPERATIONS
- Proven experience with SECURITY ASSESSMENTS and VULNERABILITY MANAGEMENT
- Ability to break down complex SECURITY risks into actionable solutions
- Strong COMMUNICATION skills — you can talk TECH with engineers and VALUE with clients
- A mindset focused on CONTINUOUS LEARNING and staying ahead of THREATS
Certifications (non-negotiable)
- AZ-500
- SC-200
- SC-300
- AZ-104
Bonus points if you have
- SC-100 or AZ-305
- CISSP, CISM, or equivalent
Why this role stands out
- Work on ENTERPRISE-SCALE environments — not small fixes
- Exposure to cutting-edge MICROSOFT SECURITY technologies
- Collaborate with a TEAM that actually enjoys solving complex problems
- Be part of a culture built on KNOWLEDGE SHARING and TECHNICAL GROWTH
- Move beyond OPERATIONS into true SECURITY ENGINEERING and ARCHITECTURE
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