Principal Modern Work & AI Architect & Service Tower Lead

This role combines senior technical authority with end-to-end ownership of our Modern Work and AI service portfolio. You'll define the technology and service strategy, architecture, standards, roadmap, commercial propositions and lifecycle for Microsoft 365, Copilot, collaboration, employee experience, workplace productivity and AI transformation., Strategy and architecture

• Define and maintain the strategy, roadmap, architectural principles, reference architectures and standards for the Modern Work and AI tower
• Act as senior technical authority for Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online, Intune, Viva, Copilot, Copilot Studio, Power Platform and related AI
• Turn Microsoft product developments, market trends and customer needs into service innovation and investment priorities, in line with our Microsoft-first strategy
• Govern solution design, technical assurance, data readiness, security, compliance and AI governance on strategic customer engagements
Portfolio ownership and productisation
• Own the Modern Work and AI portfolio from concept, design and launch through to continuous improvement and retirement
• Develop repeatable managed services, consultancy offerings, assessments, adoption frameworks, packages, pricing models and go-to-market propositions
• Lead service development across Copilot adoption and extensibility, AI agents, knowledge management, process automation and workplace transformation
• Work with Platforms and Engineering to standardise, automate and scale services
• Use customer feedback, service performance and market intelligence to set roadmap, lifecycle and investment priorities
Commercial performance and growth
• Own portfolio revenue, profitability and growth targets
• Build business cases for investment and innovation, with clear pricing, value propositions and measurable benefits
• Work with Sales, Marketing and Customer Success on acquisition, adoption, retention, upsell and cross-sell
• Work with Microsoft Alliances to make the most of incentives, funding, certifications and specialisations
Copilot, AI adoption and customer outcomes
• Lead Copilot and AI architecture and service growth, setting best practice for adoption, governance, security and data readiness
• Guide strategic customers through AI transformation programmes, workshops, executive briefings and roadmaps
• Develop customer success and value-realisation frameworks that show productivity gains, business outcomes and return on investment
• Act as a trusted technical and commercial adviser to senior customer stakeholders, and bring the voice of the customer into portfolio decisions
Technical leadership
• Provide architectural oversight for major opportunities and projects, and act as an escalation point for complex solution design
• Mentor Solution Architects, Consultants and Technical Specialists, building capability and promoting engineering excellence and accountability
• Partner across Product and Services, Platforms and Engineering, Alliances and Technology, delivery, operations, Sales and Customer Success
• Explain complex technical and commercial ideas to technical, business and executive audiences
  
  Significant experience designing and delivering Microsoft Modern Work solutions, with deep expertise in Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online and Intune
• A strong understanding of Copilot, AI agents, automation, workplace transformation, AI governance, data security and adoption
• Experience defining architecture standards, reference designs and technology roadmaps, and supporting complex customer transformations
• Experience owning, managing or developing Modern Work, collaboration or AI services, including repeatable managed services or consultancy propositions
• Commercial understanding of pricing, portfolio revenue, profitability, product lifecycle and service growth
• Customer-facing advisory, pre-sales and executive stakeholder experience, including working with Sales and Customer Success
• Experience in an MSP, systems integrator, consultancy or enterprise environment, with strong communication, presentation and stakeholder management skills
• A degree in IT, computer science, engineering or business, or equivalent industry experience, Power Platform, Microsoft Fabric, Azure AI services, Viva, Copilot Studio and AI agents
• Microsoft 365 security, compliance, identity, Zero Trust and data governance
• Workplace adoption and change management, value-realisation frameworks and service productisation
• Core networking principles and technologies, None of these are essential, but any of them will help: Microsoft 365 Certified Enterprise Administrator Expert, Power Platform Solution Architect Expert, Azure Solutions Architect Expert or Azure AI Engineer Associate, Microsoft Applied Skills and Copilot certifications, Information Protection and Compliance certifications, TOGAF, ITIL, Prosci Change Management, or a recognised product management qualification., Strategic thinking: you see Microsoft and market developments coming and line up technology decisions with long-term commercial goals
• A commercial mindset: you balance growth, profitability, customer value and investment
• Customer focus: you understand business challenges and build trusted relationships with executives
• Innovation: you champion AI, automation, experimentation and continuous improvement, with the right governance
• Communication and influence: you explain complex topics clearly and bring technical, commercial and operational stakeholders together
• Leadership: you lead through expertise, mentor talent and promote engineering excellence and accountability
  
  Intercity has been helping businesses Do More with technology for over 40 years. The Office of the CTO sets the direction for how we turn Microsoft innovation into services our customers love, and this role owns one of our biggest bets. We're an Investors in People Gold employer, and we back our people with learning and development opportunities and a genuine path to grow., About Intercity Technology
For over 40 years, Intercity has grown from a family-owned Midlands business into one of the UK's leading technology service providers. We're still independent, still guided by the same values and still in control of our own future. That independence gives us the freedom to think long term, invest where it matters and make decisions based on what's right for our customers, colleagues and business. With ambitious plans for continued growth, we're building something special and everyone who joins us has the opportunity to help shape where we go next. Founded in 1985 Co-workers 300


• 33 days holiday (including bank holidays), increasing by one day for each full year with us, up to five additional days
• Holiday buy scheme
• All-company bonus scheme
• Company pension
• Death in service cover
• Employee assistance programme
• Enhanced maternity and paternity pay
• Cycle to work scheme
• Specsavers eye tests
• Colleague discounts and incentives
• Values Champion of the Quarter and Year awards
• Active social calendar
• Learning and development opportunities
Ready to Do More? If you want to shape how Microsoft innovation becomes secure, scalable and profitable services for our customers, we'd love to hear from you. Equal opportunities Intercity is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to a fair, inclusive and unbiased recruitment process for every candidate. We make reasonable adjustments throughout our process, so if you need any support at any stage, just let us know. Pre-employment checks As a specialist in secure technology solutions and a certified ISO27001 and Cyber Essentials Plus organisation, all successful candidates will be subject to pre-employment checks, including vetting and references, as part of our onboarding process. You'll also need the right to work in the UK.