Job Overview
As the IT Managed Services Delivery Manager, you will lead the end-to-end delivery of our client facing IT and Google Workspace managed services.
You’ll bring proven experience in a Managed Service Provider (MSP) environment, with strong operational leadership, service delivery, and, preferably, an understanding of Google Workspace administration.
You’ll design and optimize service delivery models, empower global teams (especially our Philippines operations), and drive efficiency, quality, and customer satisfaction.
In this role, you’ll ensure a seamless, high-quality customer experience that reflects our mission to “help small businesses play a bigger game.”
Reports To: Chief Executive Officer (CEO)
Key Responsibilities
The IT Managed Services Delivery Manager's day-to-day responsibilities and key activities include:
Strategic Service Leadership:
- 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.
Operational Service Management:
- 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.
Innovation & Automation in Service:
- 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.
Quality & Customer Experience:
- 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.
Team Leadership & Development:
- 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.
Delegated Authority to Spend:
- Annually budgeted spend (e.g., service delivery tools, training, team incentives).
- All other expenses require CEO approval.
Accountabilities:
The IT Managed Services Delivery Manager is held accountable for the following specific, measurable accountabilities:
- Exceptional Service Delivery & Customer Satisfaction: Ensure the consistent delivery of high-quality, responsive IT services that result in outstanding customer value, satisfaction, loyalty, and advocacy.
- Operational Efficiency & Scalability of Service: Optimize service delivery processes, systems, and team structures to achieve maximum operational efficiency and enable scalable growth across all service offerings.
- Service Innovation & AI Integration: Drive the strategic integration of AI and automation into service delivery workflows to enhance productivity, reduce errors, and improve the customer experience.
- Service Team Performance & Development: Build, lead, and develop a high-performing global service delivery team that consistently meets performance targets and embodies the company's values.
Skills
Leadership & Strategy
- Strategic Leadership: Develop and execute a service delivery strategy that aligns with company goals, our brand and customer experience.
- Team & Operations Management: Build, lead, and mentor a high-performing global team. Oversee end-to-end service delivery and manage departmental budgets.
Technical & Operational
- Process Optimization: Design and implement scalable service delivery models and workflows for maximum efficiency.
- AI & Automation Integration: Drive the strategic integration of AI and automation to improve productivity and customer experience.
- Data-Driven Decision Making: Utilize key performance indicators (KPIs) like NPS, CSAT, and FCR to measure performance and guide improvements.
Customer & Behavioral
- Customer Focus: Champion an exceptional customer experience, ensuring seamless and trusted service delivery.
- Problem-Solving: Approach challenges with a creative and analytical mindset, developing smart, innovative solutions.
- Scalable Mindset: Focus on building repeatable systems and processes that can efficiently support global growth.
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.
Behaviours
The IT Managed Services Delivery Manager is expected to consistently demonstrate the following behaviors, which are actionable manifestations of itGenius's core values and contribute to a "high-performing sports team" culture:
- Ingenious Problem-Solver: Approaches service challenges with a creative and analytical mindset, consistently developing smart, innovative solutions that enhance customer experience and operational efficiency, reflecting our "love for coming up with smart solutions to difficult problems."
- Scalable Operations Builder: Designs and implements service delivery processes and team structures with a focus on systemization and repeatability, ensuring they can efficiently scale to support global growth and high-volume demand, embodying "we build pipes not rain clouds."
- Empowering Service Leader: Takes full ownership of service delivery outcomes and customer satisfaction. Empowers service teams to take initiative, resolve issues proactively, and be accountable for their performance, fostering a culture of proactive execution and continuous improvement.
- Seamless Customer Experience Driver: Ensures all service interactions are frictionless, transparent, and easy for customers. Fosters smooth collaboration within the service team and with other departments to deliver a cohesive and effortless "Amazon Prime of IT" experience.
- Trusted Quality Guardian: Acts with integrity and transparency in all service interactions. Delivers high-quality, reliable service and support, consistently embodying "quality workmanship" and building profound trust with customers and internal teams, making itGenius an "essential service."
Key Performance Indicators (KPIs)
The IT Managed Services Delivery Manager's performance will be quantifiably measured against the following 5 primary KPIs:
- Customer Satisfaction (CSAT/NPS) & Loyalty:
- Main KPI: Consistent improvement in Customer Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores for service interactions.
- Minor KPI 1: Customer Churn Rate (specifically related to service quality).
- Service Delivery Efficiency & Productivity:
- Main KPI: Labour to Gross Profit (GP) Ratio for service delivery operations (or equivalent productivity metric per service team member).
- Minor KPI 1: Average Resolution Time (ART) for support tickets.
- Minor KPI 2: First Contact Resolution (FCR) rate.
- Service Quality & Error Reduction:
- Main KPI: Reduction in service-related errors, re-open rates for tickets, or customer complaints.
- Service Innovation & AI Integration Impact:
- Main KPI: Measurable productivity gains from AI adoption within service operations (e.g., X% reduction in human-handled triage).
- Service Team Performance & Scalability:
- Main KPI: Service team's ability to meet demand fluctuations and support growth targets without compromising quality.
- Minor KPI 1: Service team's internal "Above the Line" Behavior Index score.
Benefits
Salary range: Starting Php 70,000/ per month - (Negotiable)
Work schedule: 8 hour shift/ Morning shift (Philippines, working hours)
AS
Philippines +/- 0 hours
South Africa only
VI
AU
BI
CO
