IT Managed Services Delivery Manager

PLEASE READ: Applicants MUST SUBMIT APPLICATION VIA THIS FORM to be considered:
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Join Our Award-Winning Cloud Tech Team!

We’re looking for an IT Managed Services Delivery Manager to lead our growing service delivery team in Sydney.

If you’re great at managing people, keeping projects on track, and making sure customers get an amazing experience this role is for you.

We’re seeking a visionary IT Managed Services Delivery Manager to join our Executive Team and own the end-to-end delivery of IT services for our customers.

We have been operating for more than 10 years, with a strong industry presence. We are looking to hire someone who is a dedicated, driven individual with proven operations leader experience. We are a technology-forward business, and knowledge of cloud-based IT systems (especially Google Workspace) is highly valued.

Join our team of A-players—if you're one too, apply now!

Why You’ll Love Working With Us

We don’t just offer a job, we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here's what you’ll get:

Competitive Compensation & Bonuses:
December Bonus
Performance Incentive Bonus
Regular Annual Salary Increases as you grow with us
Time Off That Matters

Paid Leaves after regularization:
Paid National/Local Holidays

Work & Life Experiences You’ll Remember:
Annual Team Conferences & Events – Travel, food and accommodations on us

Investing in Your Growth:
Budget for Training & Development
Career Growth Pathways

Support to Help You Thrive:
Government-Mandated Benefits/ HMO


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.”


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.


Required Qualifications:
- 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.


Work Schedule:

8-hour shift
Morning shift
Monday to Friday
Weekends off
Observance of Philippine holiday


You’ll thrive here if you’re interested in:

The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
Supporting small business growth (1–30 employees)
Applying technology to improve productivity and collaboration