IT Managed Services Delivery Manager - Remote Eligible

IT Managed Services Delivery Manager

As the IT Managed Services Delivery Manager, you will lead the end-to-end delivery of our client facing IT and Google Workspace managed services.

You'll bring proven experience in a Managed Service Provider (MSP) environment, with strong operational leadership, service delivery, and, preferably, an understanding of Google Workspace administration.

You'll design and optimize service delivery models, empower global teams (especially our Philippines operations), and drive efficiency, quality, and customer satisfaction.

In this role, you'll ensure a seamless, high-quality customer experience that reflects our mission to "help small businesses play a bigger game."

Reports To: Chief Executive Officer (CEO)

Key Responsibilities

The IT Managed Services Delivery Manager's day-to-day responsibilities and key activities include:

Strategic Service Leadership:

• Develop and lead the execution of itGenius's service delivery strategy, aligning it directly with the CEO's overall strategic plan.
• Oversee the design and continuous improvement of service delivery models, ensuring they are highly responsive, transactional, and outcome-based to meet millennial customer needs.
• Collaborate closely with the Growth and Product Development Teams to ensure seamless customer onboarding, service activation, and ongoing support that enhances customer lifecycle value.
• Provide strategic insights and recommendations to the CEO and Executive team on service trends, customer feedback, and opportunities for service expansion or refinement.

Operational Service Management:

• Manage the end-to-end service delivery operations, including technical support, customer success, project delivery (e.g., migrations, setups), and ongoing optimization.
• Ensure the efficient utilization and continuous development of the global service delivery team, particularly leveraging the outsourced staffing model for cost-effective, high-quality support.
• Implement and manage service level agreements (SLAs) and operational metrics to ensure consistent performance and customer satisfaction.
• Oversee the effective triage and resolution of customer inquiries and support tickets, ensuring rapid response times and high first-contact resolution rates.
• Manage the departmental OPEX budget spend for service delivery, ensuring optimal resource allocation and strong ROI.

Innovation & Automation in Service:

• Drive the phased integration of the AI into customer-facing chat and internal support workflows, aiming for significant productivity gains and enhanced customer experience.
• Identify and implement automation opportunities within service delivery processes to improve efficiency, reduce manual effort, and minimize errors.
• Lead the continuous documentation and structuring of itGenius's internal processes, policies, and knowledge base to feed the GeniusAI agent and improve team productivity.
• Oversee the implementation and optimization of service management platforms and tools to streamline operations and enhance data visibility.

Quality & Customer Experience:

• Establish and maintain rigorous quality assurance processes for all service delivery, ensuring "quality workmanship" and adherence to best practices.
• Monitor customer feedback channels (e.g., NPS, CSAT, reviews) and lead initiatives to address pain points and continuously improve the customer service journey.
• Ensure service offerings are "packaged how small businesses want it," providing clear, fixed-scope, and easily consumable solutions.
• Collaborate with the Chief of Growth to leverage positive customer experiences and testimonials for brand building and social proof.

Team Leadership & Development:

• Lead, mentor, and develop the service delivery leadership team (Managers, Team Leaders), fostering a culture of accountability, continuous learning, and high performance.
• Ensure the service team is equipped with the necessary skills, training, and tools to deliver exceptional support for Google Workspace and integrated core IT infrastructure products.
• Foster a "high-performing sports team" culture within the service organization, emphasizing "above the line" behaviors, clear agreements, and collaborative problem-solving.

Delegated Authority to Spend:

• Annually budgeted spend (e.g., service delivery tools, training, team incentives).
• All other expenses require CEO approval.

Accountabilities:

• Exceptional Service Delivery & Customer Satisfaction: Ensure the consistent delivery of high-quality, responsive IT services that result in outstanding customer value, satisfaction, loyalty, and advocacy.
• Operational Efficiency & Scalability of Service: Optimize service delivery processes, systems, and team structures to achieve maximum operational efficiency and enable scalable growth across all service offerings.
• Service Innovation & AI Integration: Drive the strategic integration of AI and automation into service delivery workflows to enhance productivity, reduce errors, and improve the customer experience.
• Service Team Performance & Development: Build, lead, and develop a high-performing global service delivery team that consistently meets performance targets and embodies the company's values.

Skills

Leadership & Strategy

• Strategic Leadership: Develop and execute a service delivery strategy that aligns with company goals, our brand and customer experience.
• Team & Operations Management: Build, lead, and mentor a high-performing global team. Oversee end-to-end service delivery and manage departmental budgets.

Technical & Operational

• Process Optimization: Design and implement scalable service delivery models and workflows for maximum efficiency.
• AI & Automation Integration: Drive the strategic integration of AI and automation to improve productivity and customer experience.
• Data-Driven Decision Making: Utilize key performance indicators (KPIs) like NPS, CSAT, and FCR to measure performance and guide improvements.

Customer & Behavioral

• Customer Focus: Champion an exceptional customer experience, ensuring seamless and trusted service delivery.
• Problem-Solving: Approach challenges with a creative and analytical mindset, developing smart, innovative solutions.
• Scalable Mindset: Focus on building repeatable systems and processes that can efficiently support global growth.