Senior Manager, Scale Delivery – Professional Services

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. Our company is powered by our connections, our colleagues, and our community.

And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate.

We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise! 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.

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.

, 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. , 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, product release readiness, AI tool training, and quality coaching) to sustain global consistency. Drive distribution enablement within the Onboarding Consulting practice by creating and operationalizing scalable delivery toolkits (playbooks, templates, AI-assisted assets, and training) that enable consistent Quickstart, low-touch, and tech-touch onboarding and consulting experiences across products.