Senior Manager, Scale Delivery – Professional Services

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 experiencesincluding Quickstart low-touch and tech-touchto 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:

• Bachelors 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.
• 010% travel may be required for partner engagements.