Service Lead – Business Process Automation

POSITION DETAILS:

• Reports to: Microsoft Services Manager
• Team: Cloud Implementation Team
• Department: Technical Solutions

PURPOSE OF JOB:

To lead and grow the Copilot Studio and Power Platform practice within Bytes Software Services, providing strategic direction, technical authority, and commercial focus across a team delivering AI-driven agent solutions and Power Platform services. The role is responsible for developing the practice, shaping its service offerings, and ensuring Bytes is credibly and consistently positioned to deliver value across Microsoft Copilot Studio and Power Platform, spanning agent development, governance, and the broader Power Platform capability set. This includes driving adoption of new services, raising the profile of the practice internally and externally, and maintaining the quality and consistency of delivery as the team grows. This is a hybrid player-manager role. The postholder is expected to remain approximately 60% utilised on client delivery throughout the working week, with the remaining time dedicated to practice leadership, service development, and innovation. As the team grows and the practice matures, this balance will shift progressively toward leadership and innovation responsibilities.

KEY RESPONSIBILITIES:

• Team Leadership:
  • Define, evolve and execute the vision for the Copilot Studio & Power Platform practice.
  • Lead and support a team of consultants, fostering a culture of quality delivery, continuous improvement, and professional growth through structured feedback.
  • Collaborate with Sales, Pre-Sales, and Marketing in an advisory capacity, providing scoping input and solution design guidance to support pipeline development.
  • Represent the practice in customer engagements, partner events, and internal leadership forums.
  • Support professional development by identifying training opportunities and fostering skill growth.
• Innovation:
  • Maintain current knowledge of Microsoft's Copilot, Copilot Studio and Power Platform roadmap.
  • Identify new services that can be created within the Copilot Studio & Power Platform team.
  • Continual improvement of existing services to streamline processes.
• Consultancy:
  • Oversee the successful delivery of funded engagements, workshops, and customer projects.
  • Ensure solution design adheres to best practices in governance, security, and adoption.
  • Maintain high levels of customer satisfaction and solution adoption.

INDIVIDUAL RESPONSIBILITIES:

• Act as a senior point of escalation for technical or delivery challenges where required for your team members, supporting them in resolving technical or project-related challenges.
• Conduct regular 1:1s with team members to provide feedback, track progress, and identify development opportunities.
• Collaborate with the Microsoft Services Manager to define team objectives, set priorities, and allocate resources effectively.
• Maintain and improve documentation and delivery standards across the team.
• Support the onboarding and mentoring of new team members as the practice grows.

WIDER TEAM NETWORK:

• Internal: Pre-sales, Sales, Marketing and Support
• External: Clients, Vendors and Partners

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Educational Qualifications: None
• Professional Qualifications:
  • AB-730 / AB-100 / PL-200 / PL-900 certifications
  • Additional Microsoft certifications in security, compliance, or identity, advantageous given the governance requirements of enterprise agentic AI deployments
• Applied Skills:
  • Create agents in Microsoft Copilot Studio
  • Create and manage automated processes by using Power Automate
  • Prepare security and compliance to support Microsoft 365 Copilot
• Years of Experience: 4+ years working with Power Platform/Power Virtual Agents/Copilot
• Other Requirements:
  • Experience with Microsoft 365, Microsoft Security (Entra, Purview, Sentinel), or Dynamics 365 integrations
  • Familiarity with Microsoft’s AI roadmap and partner ecosystem

CORE COMPETENCIES & SKILLS:

• Proven experience leading a consulting or delivery team in a Microsoft-focused environment including solution designs, handover documentation, and delivery frameworks.
• Deep technical understanding of Microsoft Copilot Studio and Power Platform.
• Strong grasp of AI-driven business transformation and low-code solution design.
• Stakeholder management and clear communication at both technical and executive levels.
• Experience with Microsoft-funded programmes (e.g. Deployment Accelerators, Envisionings) is highly desirable.

MEASURES & GOALS:

• OBJECTIVE: Grow practice profitability
• MEASURE: Contribution of the Copilot Studio and Power Platform practice to overall team revenue, with a focus on year-on-year improvement
• FREQUENCY: Quarterly, assessed annually
• Expand the service portfolio: Progress toward new defined service offerings, reviewed against a roadmap agreed with the Microsoft Services Manager
• FREQUENCY: Bi-annually
• Develop the Agent 365 framework: Progress in developing, documenting, and positioning A365 as a Bytes practice asset, with milestones
• FREQUENCY: Six and twelve months