Consulting Manager, Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the people, client experience, and service delivery operations for Net at Work's Managed Services practice.

• Supervise dependable 24x7 operations encompassing Service Desk, NOC, SOC, field services, project execution, and shared delivery functions.

• Ensure performance adheres to service levels, response and resolution expectations, quality standards, client commitments, and operational metrics.

• Maintain oversight of ticket volume, backlog, escalations, recurring incidents, service quality, utilization, capacity, and key performance indicators.

• Establish clear escalation paths, accountability, processes, documentation, standards, and scalable operating practices.

• Identify patterns of recurring issues and drive root-cause resolution and continuous improvement initiatives.

• Align staffing and capacity with demand while championing automation, AI, and integrated technology solutions.

• Attract, develop, engage, retain, coach, and manage the performance of Managed Services talent.

• Cultivate team leads and future leaders, establishing succession plans, bench strength, and enhancing team capabilities.

• Manage utilization, workload, capacity, and resource allocation effectively.

• Oversee operational drivers that impact financial performance, including utilization, capacity, resource mix, delivery efficiency, service quality, and agreement performance.

• Collaborate with the Practice Director on workforce planning, forecasting, resource investments, service improvements, and practice performance monitoring.

• Provide visibility into operational metrics, risks, and opportunities while reinforcing disciplined time capture and documentation practices.

• Work with Sales, Client Experience, Support, PMO, and other practices to align on expectations, transitions, and cross-functional client requirements.

• Identify unmet client needs and expansion opportunities, connecting them with Net at Work resources.

• Maintain client health, satisfaction, retention, relationship risk, recurring issues, and renewal concerns.

• Build relationships with key client stakeholders and executives.

• Manage significant client escalations through resolution with ownership, recovery plans, communication, and follow-through.

• Utilize CSAT, NPS, client feedback, service data, and relationship intelligence to enhance client experience.

⛳️ Requirements

• 8+ years of progressive experience in Managed IT Services or a Managed Service Provider (MSP) environment.

• Significant leadership experience overseeing service delivery teams.

• Experience in managing 24x7 operations in managed services, including Service Desk, NOC, SOC, or similar functions.

• Proven ability to lead teams of over 50 individuals across multiple remote locations.

• Demonstrable success in enhancing client satisfaction, retention, service performance, and operational maturity.

• Experience in hiring, coaching, performance management, succession planning, resource allocation, and capacity management.

• Strong business acumen and understanding of recurring services economics, utilization, agreement performance, and delivery efficiency.

• Solid financial literacy with knowledge of P&L, service revenue, and optimizing team structures for target contribution margins.

• Executive presence with the capability to lead high-stakes client conversations and escalations.

• Strong analytical and problem-solving abilities, utilizing operational data to identify root causes and prioritize improvements.

• Ability to lead across functions and influence without relying on direct authority.

• Excellent written and verbal communication skills.

• Willingness to travel as needed based on client and business requirements.

• Bachelor's degree or an equivalent combination of education and relevant experience.

• Current industry certifications are advantageous.

• Preferred experience in pre-sales, client technology roadmaps, service catalog development, EOS, and/or automation and AI-enabled service delivery.

• Customer approval may be necessary for access to customer information, systems, and/or premises.

🏝️ Benefits

• Health and Welfare benefits (Medical, Dental, Vision).

• Accident, Critical Illness, and Hospital Indemnity insurance.

• Employee Assistance Program (EAP).

• Life and AD&D Insurance.

• Short- and Long-Term Disability Insurance.

• Flexible Spending Accounts.

• Transportation and Parking Accounts.

• Health Savings Accounts with company contribution.

• Retirement Planning (401k with matching contribution).

• Legal Benefits.

• Identity Theft Protection.

• Pet Insurance.

• Wellness Program Offerings.

• Paid Time Off, accrued per pay period based on years of service, starting at 15 days annually.

• 8 Paid Holidays per year, including 1 floating holiday.

• Bonus eligibility in accordance with the Company's plan.

• Periodic travel as client and business needs require.

• Access to diverse benefit programs supporting employees and their families.