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Senior Manager, Scale Delivery – Professional Services

2 weeks, 2 days ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Apply Now
ConnectWise

ConnectWise

ConnectWise provides integrated software tools and services for technology companies, enabling efficient business management, service automation, and exceptional customer experiences worldwide.

Internet Software & Services
1K-5K
Founded 1982
View All Jobs 21

Description

  • Lead and scale a multidisciplinary global delivery team across multiple locations and ConnectWise products.
  • Design, standardize, and continuously improve scalable delivery motions such as Quickstart, low-touch, and tech-touch onboarding.
  • Own the scale delivery operating model, including intake, triage, segmentation, packaging, and capacity planning.
  • Define and govern partner journey handoffs between Sales, Onboarding & Consulting, CSM, and Support.
  • Design and implement AI- and automation-driven initiatives to improve onboarding efficiency and experience.
  • Establish quality governance and performance measurement for scaled onboarding and consulting services.
  • Capture partner feedback and work with Product, Support, and Operations to improve onboarding, tooling, workflows, and best practices.
  • Design and run enablement programs, playbooks, and training for the Onboarding & Consulting team.
  • Develop delivery toolkits, standardized documentation, and partner-facing guidance to support repeatable outcomes.
  • Triage delivery blockers and product/service issues, drive resolution, and communicate status clearly to stakeholders.
  • Manage multiple concurrent scale-delivery initiatives across products and regions while tracking risks, documentation, and communications.
  • Collaborate with Scale Project Management and operations to coordinate planning and execution of scaled onboarding and consulting programs.
  • Drive partner satisfaction by improving service quality and survey outcomes through measurable service improvements.

Requirements

  • 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.
  • Experience owning repeatable delivery motions and measurable adoption outcomes.
  • Preferred: 3+ years of people leadership in a scaled services environment.
  • Preferred: Experience leading global or multi-site teams.
  • Preferred: Experience across multi-product platforms.
  • Preferred: Experience designing and implementing AI and automation initiatives that improve onboarding quality and efficiency.
  • Preferred: Experience working in or with MSPs and/or internal IT organizations.
  • Ability to work onsite, hybrid, or remote depending on location.
  • Willingness to travel 0–10% for partner engagements.

Interested in this position?

Apply directly on the company website

Apply Now

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