Strategic Customer Success & Service Delivery Manager

ProServeIT is a leading IT solutions provider that specializes in delivering innovative technology solutions to help businesses thrive. With over 20 years of experience, we've established ourselves as a trusted partner in the ever-evolving world of technology.

We are currently seeking a Strategic Customer Success & Service Delivery Manager, who would be responsible for the day-to-day success of assigned Enterprise Support customers. This role is the primary point of contact for customers, coordinates support and advisory services, manages support agreement utilization, and ensures planned roadmap activities are completed. The manager works closely with customers, architects, technical teams, Service Desk resources, and Microsoft to ensure issues are resolved, services are delivered as expected, and customers receive value from their investment.

Life at ProServeIT is fast paced, performance-driven, rewarding, and fun! We value and support our team members' career growth and ongoing professional development. And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard.

"People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about.

Excited? Read on and apply! Looking forward to hearing from you.

What you will do

1. Customer Relationship Management

• Serve as the primary contact for assigned customers.
• Build strong relationships with customer leaders and operational teams.
• Lead regular service reviews and business reviews.
• Understand customer priorities, challenges, and future plans.
• Address concerns, identify risks, and help drive successful outcomes.

2. Service Delivery Coordination

• Coordinate support, engineering, architecture, and Microsoft resources to meet customer needs.
• Maintain visibility into customer issues, escalations, and service risks.
• Ensure agreed service levels are achieved.
• Facilitate communication during critical incidents and escalations.
• Track action items and ensure commitments are completed.

3. Agreement & Budget Management

• Manage customer support agreements and service entitlements.
• Track agreement utilization, remaining balances, and service consumption.
• Monitor Microsoft support and escalation usage.
• Provide customers with clear reporting on services delivered and remaining capacity.
• Help customers plan and prioritize the use of available support hours and advisory services.

4. Strategic Planning & Roadmap Execution

• Work with Principal Architects to understand customer roadmaps and recommendations.
• Coordinate workshops, assessments, and proactive service activities.
• Track progress against planned initiatives.
• Ensure roadmap activities are completed and communicated to the customer.
• Help customers advance key cloud, security, productivity, data, and AI initiatives.

5. Reporting & Governance

• Prepare monthly and quarterly service reviews.
• Maintain customer action plans and risk logs.
• Track key service metrics and agreement utilization.
• Provide management with visibility into customer status, risks, and upcoming renewal considerations.

We would love to hear from you if you have

• 5+ years in Customer Success, Service Delivery, Technical Account Management, Managed Services, or a similar customer-facing technology role.
• Experience managing customer relationships and executive communications.
• Experience coordinating technical teams and support resources.
• Experience managing service agreements, budgets, or support entitlements.
• Strong organizational, communication, and follow-up skills.
• Ability to manage multiple customers and competing priorities.
• Knowledge and experience with Microsoft 365, Azure, Modern Workplace technologies, Security & Compliance fundamentals
• Experience in IT service management and support operations.
• Experience in Microsoft Unified or Premier Support Experience (Nice to have).
• Experience using Microsoft Copilot and AI solutions ((Nice to have).
• Experience working for a Managed Service Provider, Consulting Firm or Microsoft Partner (Nice to have).
• Preferred Certifications: ITIL, Microsoft (Nice to have).

Key success measures

• Customer satisfaction and retention
• Achievement of service commitments
• Effective management of support agreements and budgets
• Completion of planned roadmap activities
• Timely resolution of escalations and service issues
• Overall customer engagement and adoption

Application Process

To ensure a fair and efficient recruitment process, we use AI-powered screening tools to assist in the initial review of applications. These tools help us identify candidates whose qualifications closely match the job requirements. All final hiring decisions are made by our human recruitment team.

Diversity, Inclusion and Accessibility

ProServeIT values diversity of thought and is proud to be an equal opportunity employer. We are committed to creating a diverse and inclusive environment where all people feel supported, connected, and belonging at work. All applications will receive consideration for employment without regard to race, colour, creed, gender, gender identity or expression, ancestry, citizenship, sex, sexual orientation, marital status, family status, ethnic origin, place of origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.

This job post is for an existing vacancy.