Service Delivery Manager (Modern Work)

The IT Service Delivery Manager for ACE Modern IT is accountable for the strategic ownership, operational execution, and continuous evolution of Marco’s ACE Modern IT managed services offering. This role bridges technical leadership, service design, client experience, and business outcomes. The position is responsible for defining and maturing the ACE Modern IT service model, leading Modern Work engineering teams, ensuring consistent and efficient service delivery, and acting as a senior escalation and advisory resource for clients. This role is both hands-on and strategic—requiring deep Microsoft 365 and Modern Work expertise, operational rigor, and strong leadership. The Service Delivery Manager ensures that ACE Modern IT delivers measurable business value, aligns with Zero Trust and compliance frameworks, scales efficiently, and maintains a high bar for client satisfaction and engineering excellence. ESSENTIAL FUNCTIONS: ACE Modern IT Service Ownership & Strategy Own and continuously evolve the ACE Modern IT service offering, including lifecycle phases (Acceleration, Steady State, Optimization) and exit criteria. Define, document, and optimize standardized service frameworks, onboarding/acceleration motions, and recurring operational processes. Ensure services align with Microsoft best practices, Zero Trust principles, and compliance frameworks (NIST, SOC 2, HIPAA, GLBA, GDPR). Translate business objectives into scalable, repeatable service designs that balance engineering quality, client experience, and gross margin. Partner with executive leadership to shape long-term strategy for Modern IT services. Strategy Technical & Platform Leadership Serve as a senior technical authority for Microsoft 365 Modern Work services including Entra ID, Intune, Exchange Online, Defender, Purview, and identity/security integrations. Co-Chair Microsoft Technology Practice Group. Assist with the governance of the Nerdio platform, including standards, changes, optimization, and coordination with internal development teams. Provide architectural input and high-level configuration guidance for complex client environments when required. Maintain strong licensing expertise across M365 Business Premium, E3, E5, and add-on security offerings. Stay ahead of Microsoft roadmap changes and assess impact to ACE Modern IT services and clients Service Delivery & Operations Ensure day-to-day service delivery meets defined SLAs, KPIs, and client expectations. Own service performance metrics including onboarding velocity, ticket trends, service quality, and client satisfaction. Oversee ConnectWise service operations, escalation handling, and continuous improvement initiatives. Act as a senior escalation point for critical client issues and service risks. Drive automation, standardization, and documentation across the Modern IT service ecosystem. Client Engagement & Advisory Act as a senior client-facing leader and trusted advisor for ACE Modern IT customers. Participate in or lead client meetings when technical or strategic depth is required. Translate technical outcomes into business value for client stakeholders. Partner with Sales and Account teams to support expansions, renewals, and long-term client retention strategies. Ensure consistent, high-quality client experience across onboarding, steady-state service, and escalations. Team Leadership & Development Lead and develop Modern Work engineers across multiple skill levels (Specialist, Engineer, Senior Engineer). Establish clear role expectations, career progression paths, and skills development standards. Conduct performance reviews, coaching, and development planning aligned to Marco standards. Foster a culture of accountability, professionalism, continuous improvement, and knowledge sharing. Support hiring, onboarding, and capacity planning for the ACE Modern IT team Business & Financial Accountability Support strategies to improve service gross margin, operational efficiency, and scalability. Monitor resourcing, utilization, tooling, and training needs for the ACE Modern IT practice. Partner with leadership to ensure service design supports profitable growth. QUALIFICATIONS: Bachelor’s degree in information technology, Business, or related field, or equivalent experience. 5+ years of experience in IT service delivery, Modern Work, or managed services environments. Proven experience leading technical teams and owning managed service offerings. REQUIRED SKILLS: Technical & Professional Skills Advanced experience with Microsoft 365 administration, including Entra ID, Intune, Purview, Defender, and Exchange Online. Strong understanding of Microsoft licensing models and feature enablement. Experience designing and operating services aligned to NIST, SOC 2, HIPAA, GLBA, and GDPR. Familiarity with MSP tooling such as ConnectWise, Nerdio, and security platforms (e.g., Barracuda, Arctic Wolf, Blackpoint). Strong process design, documentation, and KPI-driven management skills. Excellent communication skills with the ability to engage executives, clients, and engineers Leadership Competencies Ability to balance strategic vision with hands-on execution. Strong mentoring, coaching, and people development skills. High accountability, integrity, and commitment to client success. Comfortable making decisions in complex, fast-moving environments. Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put the success of the team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's efforts to succeed. Commitment to treating people respectfully, working with integrity, and upholding organizational values. Experience with incident management, service request management, and problem management processes. Pay Range: $101,249 - $161,998 annually The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers . Location: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI Application Deadline: Applications are continuously accepted until the position has been filled.