Senior Manager, Scale Delivery – Professional Services
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
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General Summary:
The Sr. Manager, Scale Delivery is a key leader within the ConnectWise Consulting organization, accountable for increasing the quality, consistency, and scalability of Onboarding and Consulting services for our largest segment of partners and customers across direct, distribution, and channel motions. This role designs and operationalizes standardized delivery experiences—including Quickstart, low-touch, and tech-touch—to accelerate time-to-adoption, apply best practices, and help partners modernize their business on the ConnectWise Platform. With strong use of AI and automation, the Manager, Scale Delivery improves repeatability, reduces set-up effort, and enables teams to deliver measurable outcomes at scale. By aligning people, process, and product standards, this leader sets partners up for long-term success and sustained value over time.
Essential Duties and Responsibilities:
- Lead and scale a multidisciplinary delivery team operating globally across multiple locations and ConnectWise products, ensuring consistent execution, quality, and outcomes.
- Design, standardize, and continuously improve scalable delivery motions (Quickstart, low-touch, and tech-touch) to reduce time-to-value and increase adoption across the largest partner and customer segments.
- Own the scale delivery operating model (intake, triage, segmentation, packaging, and capacity planning) to ensure the right level of touch is applied efficiently and consistently.
- Define and govern end-to-end partner journey handoffs (e.g., Sales to Onboarding & Consulting, and Onboarding & Consulting to CSM/Support), including entry/exit criteria, required artifacts, and closed-loop feedback to reduce friction and rework.
- Design and implement AI- and automation-driven initiatives to enhance the onboarding experience (e.g., guided setup, proactive insights, automated data validation, and next-best-action recommendations) and improve delivery efficiency.
- Establish quality governance and performance measurement for scaled onboarding and consulting (CSAT, adoption milestones, time-to-value, rework/defect rate, efficiency, and coverage ratios by touch model), and provide regular visibility to stakeholders.
- Capture partner feedback and delivery insights, and partner with Product, Support, and Operations to improve in-product onboarding, tooling, workflows, and best practices across the ConnectWise Platform.
- Design and run a continuous enablement program for the Onboarding & Consulting team (role-based curricula, playbooks, product release readiness, AI tool training, and quality coaching) to sustain global consistency.
- Drive distribution enablement within the Onboarding & Consulting practice by creating and operationalizing scalable delivery toolkits (playbooks, templates, AI-assisted assets, and training) that enable consistent Quickstart, low-touch, and tech-touch onboarding and consulting experiences across products.
- Develop and maintain concise delivery documentation and partner-facing guidance (Quickstart checklists, standardized configurations, success plans, and troubleshooting guides) to support repeatable adoption and outcomes at scale.
- Triage and validate delivery blockers and product/service issues impacting onboarding, drive resolution with the appropriate teams, and ensure clear documentation and structured communication.
- Manage multiple concurrent scale-delivery initiatives across products and regions, balancing priorities while maintaining accurate documentation, stakeholder communication, and risk management.
- Collaborate closely with the Scale Project Management organization and operations to coordinate planning and delivery for scaled onboarding and consulting programs, ensuring timelines, dependencies, and outcomes are met.
- Drive partner satisfaction by delivering consistently high-quality experiences and improving feedback and survey results through measurable service improvements.
Educational/Vocational/Previous Experience Recommendations:
- 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, including ownership of repeatable delivery motions and measurable adoption outcomes.
- Preferred: 3+ years of people leadership in a scaled services environment; experience leading global/multi-site teams; experience across multi-product platforms; and experience designing/implementing AI and automation initiatives that improve onboarding quality and efficiency.
- Preferred: Experience working in or with MSPs and/or Internal IT organizations, with an understanding of common operational workflows and best practices.
Working Conditions:
- Onsite/Hybrid/Remote depending on location.
- 0–10% travel may be required for partner engagements.
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.
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