Consulting Manager, Managed Services

🕒 Setembro 5

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $145.000 - $165.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

👻 Score fantasma 6%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 68 dias.
• As vagas desta empresa costumam ser preenchidas em 44 dias.

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Net at Work

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🏭 Manufatura

📦 Logística

Consulting • Manufacturing • Logistics

A Net at Work é uma fornecedora de soluções de tecnologia que ajuda pequenas e médias empresas a aprimorarem suas operações através do uso transformador da tecnologia. Eles oferecem uma ampla gama de serviços, incluindo implementação de ERP, soluções de CRM, serviços gerenciados de TI, hospedagem em nuvem e serviços de consultoria estratégica. A Net at Work foca em desbloquear o poder da tecnologia de próxima geração para melhorar a eficiência dos negócios, a experiência dos funcionários e o engajamento dos clientes. Alinhando a tecnologia com as necessidades dos negócios, eles auxiliam empresas em diversos setores, incluindo Química, Construção, Saúde e mais, a otimizar seu desempenho e liberar seu potencial.

Descrição

• Lead people, client experience, and service delivery operations for Net at Work's Managed Services practice • Oversee reliable 24x7 operations across Service Desk, NOC, SOC, field services, project execution, and shared delivery functions • Ensure performance against service levels, response and resolution expectations, quality standards, client commitments, and operating metrics • Maintain visibility into ticket volume, backlog, escalations, recurring incidents, service quality, utilization, capacity, and key indicators • Establish escalation paths, accountability, processes, documentation, standards, and scalable operating practices • Identify recurring-issue patterns and drive root-cause resolution and continuous improvement • Align staffing and capacity with demand and champion automation, AI, and integrated technology • Attract, develop, engage, retain, coach, and manage performance of Managed Services talent • Develop team leads and future leaders, succession plans, bench strength, and team capabilities • Manage utilization, workload, capacity, and resource allocation • Manage operational drivers influencing financial performance, including utilization, capacity, resource mix, delivery efficiency, service quality, and agreement performance • Partner with the Practice Director on workforce planning, forecasting, resource investments, service improvements, and practice performance • Provide visibility into operating metrics, risks, and opportunities and reinforce disciplined time capture and documentation • Collaborate with Sales, Client Experience, Support, PMO, and other practices on expectations, transitions, and cross-functional client needs • Identify unmet client needs and expansion opportunities and connect 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 • Lead significant client escalations through resolution with ownership, recovery plans, communication, and follow-through • Use CSAT, NPS, client feedback, service data, and relationship intelligence to improve client experience

🎯 Requisitos

• 8+ years of progressive experience in Managed IT Services or an MSP environment • Meaningful leadership responsibility for service delivery teams • Experience leading 24x7 managed services operations, including Service Desk, NOC, SOC, or comparable functions • Experience leading teams over 50 people in multiple remote locations • Proven record improving client satisfaction, retention, service performance, and/or operational maturity • Experience with hiring, coaching, performance management, succession planning, resource allocation, and capacity management • Strong business acumen and knowledge of recurring-services economics, utilization, agreement performance, and delivery efficiency • Strong financial literacy and understanding of P&L, service revenue, and team structure optimization for target contribution margins • Executive presence and ability to lead high-stakes client conversations and escalations • Strong analytical and problem-solving skills using operational data to identify root causes and prioritize improvements • Ability to lead across functions and influence without relying on direct authority • Strong written and verbal communication skills • Willingness to travel periodically as client and business needs require • Bachelor's degree or equivalent combination of education and relevant experience • Current industry certifications are a plus • Experience with pre-sales, client technology roadmaps, service catalog development, EOS, and/or automation and AI-enabled service delivery is preferred • Customer approval may be required for access to customer information, systems, and/or premises

🏖️ Benefícios

• 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 families

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