Consulting Manager, Managed Services

About this Position

The Consulting Manager - MSP leads the people, client experience, and service delivery operations of Net at Work's Managed Services practice, which provides 24x7 service and support to clients across North America.

Above all, this leader sets the standard for Net at Work's Client Champion value - ensuring the organization understands what matters to clients, anticipates needs, identifies risk early, communicates clearly, and follows through on commitments. Success requires building a high-performing team and operating model that delivers consistently without depending on heroic intervention.

The Consulting Manager oversees day-to-day delivery across Service Desk, NOC, SOC, field services, project execution, and other shared delivery functions. The role leads through team managers and subject matter experts, establishing clear accountability, operating discipline, and visibility while stepping in directly when leadership involvement is needed.

The Consulting Manager partners closely with the Practice Director, who owns commercial practice strategy and P&L. The Consulting Manager is responsible for service execution, managing the operational drivers that influence financial performance and providing timely insight to support decisions. The role also partners across Sales, Client Experience, PMO, Support and other Net at Work practices to create a connected One Net at Work experience for clients.

Job Responsibilities

Service Delivery & Operational Excellence

• Oversee reliable 24x7 operations across Service Desk, NOC, SOC, field services, project execution, and other Managed Services delivery functions.

• Ensure performance against established service levels, response and resolution expectations, quality standards, client commitments, and internal operating metrics.

• Maintain clear operational visibility across ticket volume, backlog, escalation trends, recurring incidents, service quality, utilization, capacity, and other key indicators.

• Establish effective escalation paths and clear accountability across team leads and delivery teams; step in directly when leadership involvement can change the outcome.

• Identify patterns behind recurring issues and drive root-cause resolution so the organization continuously improves rather than repeatedly solving the same symptoms.

• Establish and continuously improve processes, documentation, standards, and operating practices that enable consistent, scalable service delivery.

• Align staffing and capacity to current and anticipated demand, and champion appropriate use of automation, AI, and integrated technology to improve quality, efficiency, and employee effectiveness.

People Leadership

• Attract, develop, engage, and retain high-performing Managed Services talent.

• Set clear performance expectations and create meaningful accountability for client outcomes, service quality, teamwork, and operational discipline.

• Develop strong team leads and future leaders who can independently run significant portions of the operation.

• Provide consistent coaching, feedback, and career development; recognize strong performance and reinforce behaviors aligned with Net at Work's values.

• Address performance gaps early and constructively, taking decisive action when sustained underperformance is not improving.

• Build succession plans, bench strength, and team capabilities aligned with current and future client needs.

• Manage utilization, workload, capacity, and resource allocation to support client commitments, employee sustainability, and practice performance.

Commercial & Practice Performance

• Understand Managed Services economics and actively manage the operational drivers that influence financial performance, including utilization, capacity, resource mix, delivery efficiency, service quality, and agreement performance.

• Monitor agreement and service performance for trends that create client or financial risk and initiate corrective action early.

• Partner with the Practice Director on workforce planning, forecasting, resource investments, service offering improvements, and decisions that affect practice performance.

• Provide timely, accurate visibility into operating metrics, risks, and opportunities; reinforce disciplined time capture, documentation, and other practices needed to manage the business effectively.

One Net at Work Partnership & Growth

• Partner with the Practice Director to execute Managed Services strategy and priorities, bringing forward operational insight, resource needs, risks, and opportunities.

• Collaborate with Sales, Client Experience, Support, PMO, and other practices to establish realistic client expectations, create smooth transitions, and solve needs that cross organizational boundaries.

• Identify unmet client needs and appropriate expansion opportunities, connect them to the right Net at Work resources, and maintain productive relationships with strategic third-party partners.

Client Experience Leadership

• Maintain client health, including satisfaction, relationship risk, recurring issues, renewal or retention concerns, and commitments requiring leadership attention.

• Identify and address deteriorating client health early, creating clear recovery plans and ownership before issues become executive escalations whenever possible.

• Build trusted relationships with key client stakeholders and executives, engaging personally where leadership involvement can strengthen the relationship or improve an outcome.

• Ensure strategic client conversations connect service performance to the client's business priorities, technology risks, accomplishments, future needs, and measurable value.

• Lead significant client escalations through resolution, ensuring clear ownership, credible recovery plans, proactive communication, and consistent follow-through.

• Use CSAT, NPS, client feedback, service data, and relationship intelligence to identify systemic opportunities to improve the client experience and reinforce a culture of Client Champion behavior.

What Success Looks Like

• Clients view Net at Work as a proactive, trusted partner; satisfaction and retention are strong, and material client risks rarely surprise leadership.

• Service delivery is predictable and reliable; commitments and service levels are consistently met, escalations are well managed, and recurring issues decline because root causes are addressed.

• The team is high performing, engaged, and accountable; leaders are being developed, expectations are clear, and workload and capacity are managed sustainably.

• Client, service, and operational data are used to identify risk early, prioritize action, and drive visible continuous improvement.

• Utilization, capacity, agreement performance, and delivery efficiency are actively managed in support of the Practice Director's financial objectives.

• Clients experience One Net at Work through effective collaboration, smooth handoffs, and shared ownership across Managed Services, Sales, Client Experience, PMO, and other practices.

Job Requirements

• 8+ years of progressive experience in Managed IT Services, or an MSP environment, including meaningful leadership responsibility for service delivery teams.

• Demonstrated experience leading 24x7 managed services operations, including Service Desk, NOC, SOC, or comparable functions of teams over 50 people in multiple remove locations.

• Proven record of improving client satisfaction, retention, service performance, and/or operational maturity.

• Experience building and leading teams, including hiring, coaching, performance management, succession planning, resource allocation, and capacity management.

• Strong business acumen and working knowledge of recurring-services economics, utilization, agreement performance, and delivery efficiency.

• Strong financial literacy, understanding P&L, and service revenue and team structure optimization for target contribution margins.