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 experiences—including Quickstart, low-touch, and tech-touch—to 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, and certifications) to build expertise and consistency.