Recurring Service Delivery/customer Success Manager - Microsoft Focused Cybersecurity MSP

Recurring Service Delivery/Customer Success Manager - Microsoft Focused Cybersecurity MSP

Agile IT is a Microsoft-focused consulting and managed services provider. We help customers modernize and secure Microsoft 365, Azure, Azure Government, and Microsoft GCC High, with a mission to make CMMC Level 2 practical and sustainable through repeatable architectures, evidence automation, and managed operations.

What you'll work across (our services):

• Professional Services – Enablement (fixed-price projects)
• Managed Services – Security & CMMC Compliance for Microsoft cloud and on-premises systems
• Microsoft GCC High Licensing (secure onboarding & lifecycle operations)
• Complementary Partner Services (co-delivered with strategic partners)

Job Description

Own day-to-day managed services (security + compliance ops) and recurring licensing under Microsoft CSP Tier 1. You'll deliver SLA excellence, drive adoption and renewals, maintain clean NCE/PSA/RMM operations, and expand accounts while reducing cost-to-serve through automation. You are the executive point for customer health, outcomes, and growth.

Responsibilities

• Service operations & SLAs: Lead pods operating Defender, Sentinel, Entra ID, Intune, Purview; enforce incident/problem/change, SLOs, and playbooks.
• Compliance operations: Embed CMMC L2/NIST 800-171 controls in daily ops; maintain evidence completeness and audit-ready reporting.
• Customer success: Health scoring, adoption plans, QBRs/EBRs, escalation management, renewal forecasting, and expansion plays.
• Licensing lifecycle (CSP Tier 1): Oversee Microsoft NCE (seats, Azure plan), provisioning, co-term/renewals, price changes, promos, reconciliation, credit governance.
• Financial discipline: Guard P&L levers (utilization, backlog burn-down, margin); ensure PSA hygiene and accurate, timely invoicing.
• Automation: Reduce toil via RMM policies/scripts, Azure Logic Apps/Power Automate, and API integrators (e.g., n8n, Rewst); track time saved and error reduction.
• Attach & expansion: Partner with CRO to attach enablement → managed services and upsell security add-ons and GCC High licensing.

Success Metrics (6–12 months)

• SLA attainment ≥ 90–95%; MTTR down QoQ.
• Renewal rate ≥ 95%; NRR ≥ 110–115% (target segments).
• Billing accuracy ≥ 99.5%; clean month-end close (no re-bills).
• Evidence completeness ≥ 99.5% for managed CMMC customers.
• X% of high-volume tasks automated; measurable cost-to-serve reduction.

Qualifications

Required Qualifications

• 5–7+ years in MSP service delivery or enterprise operations for Microsoft estates.
• Hands-on familiarity with Defender, Sentinel, Entra, Intune, Purview and ITIL practices.
• Understanding of MSP billing (PSA, Microsoft NCE) and automation platforms (RMM, API integrators such as n8n, Rewst; Logic Apps/Power Automate).
• Clear customer communication, QBR leadership, and escalation management.
• Education: College degree preferred, not required.

Nice to Have

• Operations exposure to Azure Government / Microsoft GCC High.
• KQL and detection-rule tuning in Sentinel; PowerShell proficiency.

Tools You'll Use

AutoTask PSA, Intune RMM, PowerShell, Azure Logic Apps/Power Automate, n8n/Rewst, Microsoft Defender, Sentinel, Entra, Intune, Purview.

Additional Information

Compensation & benefits

• Competitive compensation
• Comprehensive benefits (medical, retirement, PTO, professional development).
• Mission-driven work that directly strengthens the national security supply chain.