Managed Services Manager

Covenant Technology Partners is a US based Microsoft Partner, management and technology consulting and Managed Services firm specializing in helping our clients through innovative use of Microsoft technologies. Our team members grow in an energetic, team-oriented and entrepreneurial-minded firm with challenging consulting projects and Managed Services engagements. Covenant attracts highly qualified and diverse professionals nationwide with the right combination of business, technical and creative skills.

Our consultants are motivated to make a personal impact on both the growth and success of the firm and their personal careers.

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. This is a highly influential role within the organization and will require both strategic vision and the willingness to be hand‑on with clients and internal stakeholders.

The ideal candidate will be able to prioritize and take ownership of tasks that will come from a diverse set of stakeholders within the organization.

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

• 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 and CSP Clients.
• Ensures contractual compliance for all Managed Services clients. Schedules proactive tasks in advance and ensures appropriate SME are assigned and complete the tasks.
• 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. Monitors aging tickets and drives to completion, escalating as necessary. Connect Wise experience is a plus.
• Establishes and maintains robust vender relationships with key venders included Microsoft and Connect Wise.
• Coordinates and leads project management activities for service implementations and ongoing operations. Project management for delivery projects outside of Managed Services when assigned.
• 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. Review and update team member forecasts each week.
• 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…