IT Managed Services Delivery Manager

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 at itGenius, you are a critical executive leader responsible for the end-to-end delivery of our core IT infrastructure services, ensuring an unparalleled customer experience that embodies "the Amazon Prime of IT." You will play a pivotal role in enabling our mission to "help small businesses play a bigger game" and realizing our vision of "facilitating happy, healthy, productive teams fueling important global purpose-work." You will embody the efficiency, quality, and customer-centric mindset of a "high-performing sports team," relentlessly optimizing service delivery and customer success.

This role demands an Ingenious and Scalable operational leader who will design, implement, and oversee robust service delivery models, processes, and technologies. You are accountable for ensuring our services are delivered with Seamless precision, that our solutions are Trusted by our customers, and that our service teams are Empowered to provide responsive, high-quality support. You will ensure our unique global staffing model (particularly the Philippines team) is optimized for efficient service delivery, directly contributing to the company's overall operational effectiveness, customer satisfaction, and our audacious 10-year goal of becoming the global leader in remote-delivered IT services.

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, particularly the "Amazon Prime of IT" customer experience and the 10-year goal.
• 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 Chief of Growth and Product Development Team 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 "GeniusAI" agent 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 SMB 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 objectives, which are delegated from the CEO's "Organizational Effectiveness & Scalability" and "Exceptional Customer Value & Satisfaction" 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 (e.g., GeniusAI agent) 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 and the "Amazon Prime of IT" 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:

• Executive Leadership: 5+ years of senior experience in a C-level or equivalent role, focused on leading service delivery and operations.
• Operational Excellence: Proven ability to design and scale IT service models, manage budgets, and oversee end-to-end service delivery.
• Technical Acumen: Strong understanding of IT infrastructure, and expertise in integrating AI and automation to enhance efficiency.
• Team & Culture: Experienced in building and mentoring high-performing, accountable teams, including global and remote staff.
• Customer Focus: A passion for and track record of delivering a seamless, high-quality customer experience
• Preferred: Experience in Managed Services IT and Google Workspace, with strong familiarity in supporting cloud-based solutions for small businesses.

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