Consulting Manager, Managed Services

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.  Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

The Consulting Manager - MSP leads the people, client experience, and service delivery operations of Net at Work's Managed Services practice, which provides 24x7 service and support to clients across North America.

Above all, this leader sets the standard for Net at Work's Client Champion value - ensuring the organization understands what matters to clients, anticipates needs, identifies risk early, communicates clearly, and follows through on commitments. Success requires building a high-performing team and operating model that delivers consistently without depending on heroic intervention.

The Consulting Manager oversees day-to-day delivery across Service Desk, NOC, SOC, field services, project execution, and other shared delivery functions. The role leads through team managers and subject matter experts, establishing clear accountability, operating discipline, and visibility while stepping in directly when leadership involvement is needed.

The Consulting Manager partners closely with the Practice Director, who owns commercial practice strategy and P&L. The Consulting Manager is responsible for service execution, managing the operational drivers that influence financial performance and providing timely insight to support decisions. The role also partners across Sales, Client Experience, PMO, Support and other Net at Work practices to create a connected One Net at Work experience for clients.

Job Responsibilities

Service Delivery & Operational Excellence

Oversee reliable 24x7 operations across Service Desk, NOC, SOC, field services, project execution, and other Managed Services delivery functions.

Ensure performance against established service levels, response and resolution expectations, quality standards, client commitments, and internal operating metrics.

Maintain clear operational visibility across ticket volume, backlog, escalation trends, recurring incidents, service quality, utilization, capacity, and other key indicators.

Establish effective escalation paths and clear accountability across team leads and delivery teams; step in directly when leadership involvement can change the outcome.

Identify patterns behind recurring issues and drive root-cause resolution so the organization continuously improves rather than repeatedly solving the same symptoms.

Establish and continuously improve processes, documentation, standards, and operating practices that enable consistent, scalable service delivery.

Align staffing and capacity to current and anticipated demand, and champion appropriate use of automation, AI, and integrated technology to improve quality, efficiency, and employee effectiveness.

People Leadership

Attract, develop, engage, and retain high-performing Managed Services talent.

Set clear performance expectations and create meaningful accountability for client outcomes, service quality, teamwork, and operational discipline.

Develop strong team leads and future leaders who can independently run significant portions of the operation.

Provide consistent coaching, feedback, and career development; recognize strong performance and reinforce behaviors aligned with Net at Work's values.

Address performance gaps early and constructively, taking decisive action when sustained underperformance is not improving.

Build succession plans, bench strength, and team capabilities aligned with current and future client needs.

Manage utilization, workload, capacity, and resource allocation to support client commitments, employee sustainability, and practice performance.