Senior Manager - IT Managed Services Delivery

The Senior Manager - IT Managed Services Delivery is a senior leadership role responsible for ensuring exceptional technical service delivery, client satisfaction, and long-term client success. This role is responsible for managing an agile team of technical support specialist and systems engineers supporting the full stack of M365 Cloud applications, Meraki networking equipment, and other supporting applications., Service Delivery & Operational Excellence

• Oversee day-to-day client service delivery across:
• Microsoft Modern Work (Microsoft 365, Teams, SharePoint, Copilot, Intune, Purview)
• Windows Server and hybrid/cloud infrastructure
• Endpoint (mobile, macOS, Windows) management and support
• Security (identity, endpoint, email, zero trust, compliance)
• Networking (firewalls, switches, wireless, connectivity)
• Frontline/Technical support
• Manage technical team to ensure SLAs, KPIs, and service standards are met
• Translate technical initiatives into clear business cases and ROI-driven recommendations
• Ensure client environments follow best practices in security, compliance, and risk management
• Support new service offerings and go-to-market initiatives
• Lead, coach, and develop the technical services team, setting performance goals, mentoring staff, and ensuring high service standards.
• Drive consistency, documentation, and process maturity across client engagements
• Promote Microsoft security frameworks and modern IT governance models
• Track KPIs for client satisfaction, team productivity, and service effectiveness; report regularly to senior leadership.
• Support incident response, client communications, and post-incident reviews when necessary

Client Strategy & Relationship Management

• Understand client business goals, challenges, and growth plans to align IT strategy accordingly
• Ensure client satisfaction, retention, and advocacy
• Foster a client-first culture focused on accountability, communication, and outcomes
• Gather, analyze, and act on client feedback to inform service improvements and product development.
• Develop and execute client service strategies to secure retention, drive upsell, and support revenue growth.

Do you have experience in macOS?, * College degree

• 8+ years of experience in IT services, managed services, or technology consulting
• 3+ years in a leadership role managing client relationships and service delivery teams
• Recent hands on experience with Microsoft 365, Modern Work, and Security solutions including Intune, Defender, and Purview
• Windows Server environments (on-prem, hybrid, cloud-integrated)
• macOS support and management in business environments
• Cybersecurity principles, frameworks, and managed security services
• Networking fundamentals and managed network services
• Proven ability to translate technical concepts into business value
• Experience working in or with a Microsoft partner ecosystem strongly preferred
• Microsoft certifications (Modern Work, Security, Azure, or related)
• Experience with Agile / Scrum collaboration models
• Executive-level communication and presentation skills
• Strategic thinker with strong operational follow-through
• High emotional intelligence and client empathy
• Comfortable balancing client advocacy with business objectives
• Data-driven, organized, and process-oriented
• Collaborative leader who thrives in a fast-paced, service-focused environment

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Paid time off
• Relocation assistance, * 401(k)
• Health insurance
• Paid time off
• Professional development assistance
• Relocation assistance

As a Microsoft Modern Work & Security partner, Blacktip delivers managed services, strategic business consulting, and project-based solutions across Microsoft 365, Windows, macOS, cybersecurity, and networking applying an Agile-based framework.