Managed Services Manager

Covenant Technology Partners

January 31, 2025

01:26 PM

Covenant Technology Partners St Louis, Missouri

Company size : 51-200 employees
Job Type & Title : Remote
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About Company:
Covenant Technology Partners is a leading IT consulting firm helping clients Nationwide. As a Microsoft Partner, we excel in helping our clients: • Plan technology investments for cost effective and sustainable solutions, • Design and implement projects that drive competitive advantage, and • Manage complicated systems to maximize the value of Microsoft’s full suite of applications Across our software and service capabilities, we implement our distinctive approach to support our clients to solve their most important communications, operations, sales, and other business challenges through customized Microsoft technologies. As a virtual organization, we practice what we preach. In today’s digital workforce, we see the value of being fluid and mobile to best serve the needs of our clients. Our team of expert consultants want to be on-site with our clients to gain a deeper knowledge and witness first-hand how we can best serve their organization. Our partnership with Microsoft allows us to provide our clients unique insight into the design, product knowledge and support capabilities now and for the future of your Office 365, Dynamics and Azure solutions.
Skills:

The Manager, Managed Services oversees the delivery of IT services, manages client relationships, ensures service level agreements (SLAs) are met, and handles project management responsibilities to ensure smooth implementation and operation of services. This role is critical in maintaining the highest standards of service and client satisfaction.

The work location for this role is flexible if approved by Covenant except this position may not be performed remotely from Colorado and California.

Responsibilities:

Oversees the delivery of managed IT services to clients, ensuring high levels of performance and compliance with SLAs.
Manages client relationships, acting as the primary point of contact for clients regarding service delivery and project management.
Prepares, schedules, and drives Quarterly Business Reviews with all Managed Services Clients.
Takes ownership of the Managed Services business portfolio. Actively engages with client managers and solution leads to align on identified opportunities. Aggressively identifies and pursues Manages Services pipeline opportunities to increase profitability.
Creates and maintains the vision for the Managed Services business including the annual business forecast and business plan. Regularly meets with business stakeholders to align on pipeline and business forecasts. Reviews and provides regular progress reports to business leaders in both written and in-person presentation forums.
Defines critical Key Performance Indicators within the Managed Services division. Actively monitors to trends and optimization opportunities.
Actively monitors Service Board and ensure tickets get assigned properly as they come in. ConnectWise experience is a plus.
Establishes and maintains robust vender relationships with key venders included Microsoft and ConnectWise.
Coordinates and leads project management activities for service implementations and ongoing operations.
Uses AI and automation to improve efficiency and productivity with the managed services space.
Reviews and approves time entry and client invoicing and proactively manages actuals to budget.
Operates with an agile environment to meet dynamics needs of business.
Focuses on flexibility, scalability and remote access within hybrid and cloud environments.
Monitors and reports on service performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
Collaborates closely with Marketing team to generate and update go to market materials related to Managed Services. Periodically provides blog and client newsletter content.
Generates and maintains MSP related Intellectual Property and documentation.
Collaborates with internal teams to develop and implement service improvement plans.
Participates in internal projects and initiatives as assigned.
Ensures adherence to company policies, procedures, and best practices in service delivery.
Mentors and supports team members, fostering a culture of continuous improvement and professional development.
Stays current with industry trends and advancements in technology to ensure the company remains competitive.
Works continuously to improve project management and operational processes to enhance efficiency and effectiveness.

Qualifications:

Education, License or Certification:

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience.
Project Management Professional (PMP) or equivalent certification preferred.

Covenant Technology Partners

St Louis, Missouri

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