About the role
ATS is seeking a Senior Engineer SME to own service delivery operations while also leading a defined portfolio of internal and client-facing projects. This role balances operational leadership (60%) with project execution (40%) and requires both technical depth and delivery discipline.
This individual functions as a technical authority and delivery expert, not just a senior individual contributor. During projects, they are the face of ATS to the client, ensuring technical accuracy, predictable delivery, and clean handoffs into operations.
This role requires: hands-on enough to guide engineers, senior enough to enforce standards.
What you'll do
Core Responsibilities
Operations & Service Delivery (60%)
- Lead day-to-day operational execution across assigned engineering functions.
- Ensure service delivery aligns with ATS standards, SLAs, and escalation models.
- Act as a senior escalation point for complex technical and delivery issues.
- Coordinate staffing, workload distribution, and prioritization across onshore and offshore engineers.
- Identify systemic issues and drive root-cause improvements—not just fixes.
- Partner with Client Management to maintain strong client trust and stability.
Project Delivery & Technical Leadership (40%)
- Lead delivery of internal ATS initiatives and external client IT projects.
- Act as technical project lead, working alongside PMs or directly managing project execution where needed.
- Coordinate onshore and offshore resources to deliver against scope and timelines.
- Serve as the primary technical contact for clients during project delivery.
- Enforce change control, documentation standards, and operational readiness before closeout.
Technical Scope
- Deep experience in Microsoft 365 environments (Exchange Online, Entra ID/Azure AD, Intune, SharePoint, Teams).
- Strong working knowledge of Azure and AWS (identity, networking, security fundamentals, migrations).
- GCC High experience or migration exposure is a strong plus.
Ability to review designs, challenge assumptions, and approve solutions.
Qualifications
Must-Have
- Senior-level engineering experience in an MSP or IT services environment.
- Demonstrated leadership over engineers (formal or informal).
- Strong Microsoft 365 technical background.
- Azure and AWS experience sufficient to lead and review work.
- Experience coordinating distributed teams (onshore/offshore).
- Comfort operating in client-facing, high-accountability situations.
Preferred
- GCC High or regulated-environment experience.
- ITIL-aligned service delivery exposure.
KPIs
- Operational stability and SLA adherence
- Reduction in escalations and repeat issues
- Project delivery predictability (on-time / on-scope)
- Quality of technical documentation and handoffs
Client confidence and satisfaction