Senior Manager, Scale Delivery – Professional Services

🕒 il y a 1 mois

🐊 Florida – Distant

🐊 Florida – Remote

⏰ Temps Plein

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

ConnectWise

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1982

☁️ SaaS

🔒 Cybersecurity

🏢 Entreprise

💰 €585 000 Seed Round en 2019-06

SaaS • Cybersecurity • Enterprise

ConnectWise est un fournisseur leader de logiciels et de services pour les fournisseurs de services gérés (MSP), offrant des solutions conçues pour automatiser et rationaliser les opérations dans la gestion informatique, la cybersécurité et la gestion d'entreprise. Leur plateforme Asio est spécialement conçue pour les MSP, fournissant des outils pour la surveillance et la gestion unifiées, la cybersécurité, la protection des données et la gestion d'entreprise. ConnectWise propose des services tels que l'automatisation des services professionnels, la surveillance et la gestion à distance (RMM), l'automatisation des devis et des propositions, la documentation IT et la gestion financière, entre autres. Grâce à des partenariats et des intégrations avec des fournisseurs de premier plan, ConnectWise améliore son offre pour la gestion des services IT. L'entreprise organise également des événements industriels et fournit un soutien communautaire pour favoriser la croissance et l'innovation dans le secteur des MSP.

Description

• Lead and scale a multidisciplinary delivery team operating globally across multiple locations and ConnectWise products, ensuring consistent execution, quality, and outcomes. • Design, standardize, and continuously improve scalable delivery motions (Quickstart, low-touch, and tech-touch) to reduce time-to-value and increase adoption across the largest partner and customer segments. • Own the scale delivery operating model (intake, triage, segmentation, packaging, and capacity planning) to ensure the right level of touch is applied efficiently and consistently. • Define and govern end-to-end partner journey handoffs (e.g., Sales to Onboarding & Consulting, and Onboarding & Consulting to CSM/Support), including entry/exit criteria, required artifacts, and closed-loop feedback to reduce friction and rework. • Design and implement AI- and automation-driven initiatives to enhance the onboarding experience (e.g., guided setup, proactive insights, automated data validation, and next-best-action recommendations) and improve delivery efficiency. • Establish quality governance and performance measurement for scaled onboarding and consulting (CSAT, adoption milestones, time-to-value, rework/defect rate, efficiency, and coverage ratios by touch model), and provide regular visibility to stakeholders. • Capture partner feedback and delivery insights, and partner with Product, Support, and Operations to improve in-product onboarding, tooling, workflows, and best practices across the ConnectWise Platform. • Design and run a continuous enablement program for the Onboarding & Consulting team (role-based curricula, playbooks, product release readiness, AI tool training, and quality coaching) to sustain global consistency. • Drive distribution enablement within the Onboarding & Consulting practice by creating and operationalizing scalable delivery toolkits (playbooks, templates, AI-assisted assets, and training) that enable consistent Quickstart, low-touch, and tech-touch onboarding and consulting experiences across products. • Develop and maintain concise delivery documentation and partner-facing guidance (Quickstart checklists, standardized configurations, success plans, and troubleshooting guides) to support repeatable adoption and outcomes at scale. • Triage and validate delivery blockers and product/service issues impacting onboarding, drive resolution with the appropriate teams, and ensure clear documentation and structured communication. • Manage multiple concurrent scale-delivery initiatives across products and regions, balancing priorities while maintaining accurate documentation, stakeholder communication, and risk management. • Collaborate closely with the Scale Project Management organization and operations to coordinate planning and delivery for scaled onboarding and consulting programs, ensuring timelines, dependencies, and outcomes are met. • Drive partner satisfaction by delivering consistently high-quality experiences and improving feedback and survey results through measurable service improvements.

🎯 Exigences

• Bachelor’s degree in business, Operations, Information Systems, Computer Science, or a related field (or equivalent practical experience). • 7+ years of experience in SaaS delivery, onboarding, consulting, customer success, or professional services, including ownership of repeatable delivery motions and measurable adoption outcomes. • Preferred: 3+ years of people leadership in a scaled services environment; experience leading global/multi-site teams; experience across multi-product platforms; and experience designing/implementing AI and automation initiatives that improve onboarding quality and efficiency. • Preferred: Experience working in or with MSPs and/or Internal IT organizations, with an understanding of common operational workflows and best practices.

🏖️ Avantages

• ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. • ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.