Associate Service Delivery Manager 260414-10

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage secure and automate their IT environments driving operational efficiency and long-term business success.

Backed by Insight Partners a leading global software investor Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000 Kaseya has built a culture centered around innovation accountability and results. We are a high-growth high-performance organization that values individuals who are driven adaptable and committed to delivering exceptional outcomes for our customers and teammates alike.

At Kaseya success comes from embracing challenges moving with urgency and continuously raising the bar.

The Associate Service Delivery Manager (ASDM) delivers an end-to-end customer experience across both NOC and Helpdesk combining service governance relationship management and proactive success planning to drive outcomes reliability and long-term partnership growth.

You serve as the primary operational contact for service health escalations adoption retention and customer success outcomes.

KEY RESPONSIBILITIES

1. Customer Success & Relationship Management

Own customer satisfaction retention and value realization.
Lead Monthly/Quarterly service reviews with MSP owners/CIOs and decision-makers.
Drive proactive communication sentiment tracking and expectation alignment.
Identify upsell/cross-sell opportunities with the Account Manager.
Own churn prevention and risk management; maintain RAG account health.

2. Unified Service Delivery Ownership (NOC Helpdesk)

Own end-to-end delivery across Helpdesk and NOC from request/alert through resolution and post-incident follow-up.
Maintain ticket/incident lifecycle health: response times communication quality escalation accuracy and resolution effectiveness.
Ensure performance to SLAs/SLOs and key KPIs (e.g. FCR TTR SLA adherence) across both service lines.
Govern monitoring and operations (alert triage patching backup AV/AM) and ensure Helpdesk queue hygiene and productivity.
Track trends via unified dashboards (ticket flow incidents alert volumes patch/backup health); validate tooling/RMM performance and surface systemic risks.
Partner with Helpdesk leadership and NOC engineering on RCA critical-incident communications corrective actions and continuous improvement.

3. Unified Operational Governance

Run unified operating cadences across Helpdesk NOC.
Own escalation governance: tracking RCA follow-through and customer communications.
Maintain CRM/SFDC data accuracy and integrity.
Ensure compliance with contractual SLAs/SLOs and KPIs.
Lead cross-functional escalations with Engineering Deployment AM Billing Sales and Support.

4. Onboarding & Adoption

Own onboarding for new unified (NOC Helpdesk) customers.
Ensure a smooth handoff from Sales to Delivery.
Validate prerequisites (RMM access credentials documentation and KB alignment).
Enable customers on how to engage Helpdesk/NOC effectively (channels expectations escalation paths).
Track onboarding milestones adoption and outcomes.

5. Reporting & Analytics

Deliver monthly performance reporting across both service lines.
Summarize service quality incident trends compliance RCA themes and usage analytics.
Present KPI dashboards and prioritized improvement opportunities.
Partner with data/BI resources to improve operational insights.

REQUIRED SKILLS & EXPERIENCE

Technical Skills

Monitoring/RMM: Datto RMM VSA VSA X
Ticketing/PSA: Autotask Salesforce PSAs
Working knowledge of patching backup AV/AM servers/workstations and networking
Incident lifecycle and major-incident management fundamentals
Basic OS/network/endpoint troubleshooting
Excel and Power BI reporting

Customer Success Skills

Executive stakeholder management (Owner/C-level)
Renewal and retention ownership
Clear executive communication
Data-driven storytelling
Contract and value alignment

Professional Skills

Analytical structured problem-solving
Excellent written and verbal communication
High accountability and ownership
Manage multiple customers in parallel
Cross-functional collaboration

Experience

05 years in service delivery customer success or managed services
Hands-on exposure to both Helpdesk and NOC workflows
MSP/IT services background preferred
Experience managing high-value accounts

SUCCESS METRICS

Renewals/retention
Compliance KPIs and SLA/SLO adherence
CSAT/NPS targets
Kaseya production adoption opportunities
Service-review cadence compliance

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.