IT Managed Services Delivery Manager

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November 16

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Anbre Interiors | Top Interior Designers in Chennai & Luxury Interiors

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B2C • Design • Interior Design

Anbre Interiors is a premier interior design company based in Chennai, specializing in luxury interiors and bespoke design solutions. With a team of top interior designers, Anbre Interiors transforms spaces into elegant, functional environments that reflect the unique styles and needs of its clients. From residential to commercial projects, Anbre Interiors is committed to delivering high-quality craftsmanship and innovative design concepts.

51 - 200 employees

Founded 2002

👥 B2C

📋 Description

• 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. • 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. • 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. • 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. • 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.

🎯 Requirements

• Leadership: 5+ years in a senior management or operations role overseeing global teams. • MSP Experience: Minimum 3+ years in Managed Services Provider (MSP) leadership or service delivery management. • Project Management: Demonstrated success managing multiple IT projects and service improvement initiatives (PMP or ITIL certification preferred). • Google Workspace Expertise: Basic knowledge of Google Workspace (GW) administration, migrations, and support delivery. • Operational Excellence: Proven ability to scale service delivery, manage budgets, and drive efficiency. • Technical Acumen: Strong understanding of cloud infrastructure, automation tools, and AI integration. • Customer Focus: Track record of building trusted customer relationships through consistent service excellence.

🏖️ Benefits

• Work schedule: 8 hour shift/ Morning shift (Philippines, working hours)