Consulting Manager, Managed Services

🕒 September 5

🇺🇸 United States – Remote

💵 $145k - $165k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Net at Work

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Net at Work is a technology solutions provider that helps small and medium-sized businesses enhance their operations through transformative use of technology. They offer a wide range of services including ERP implementation, CRM solutions, IT managed services, cloud hosting, and strategic advisory services. Net at Work focuses on unlocking the power of next-generation technology to improve business efficiency, employee experience, and customer engagement. By aligning technology with business needs, they assist companies in various industries including Chemicals, Construction, Healthcare, and more, to optimize their performance and unleash their potential.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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 families