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 [http://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.