Services Delivery Manager

We are Bring IT!

We are a fast growing, young and dynamic professional services company bringing digital transformation to our customers around the world. From taking products to the market, to boosting productivity with the right technology and processes, the work we do is improving the way people work. To get there, we’re building a global and diverse team that can tackle some of the most challenging problems of our time. We name this unique approach “360 success”.

We are recognized as one of the fastest growing and successful companies on the INC5000 ranking in the USA, and we are opening new offices around the world to further grow, explore and diversify. With over 10 recognitions from our partners, we continue to win in our markets.

Role Purpose 

The Care Leader is the direct people manager for Managed Services Consultants. This role is responsible for day-to-day delivery quality, consultant performance, customer satisfaction, and operational execution of managed services engagements. 

Main Responsibilities, Functions, and Tasks 

• Lead, coach, and manage Managed Services Consultants (workload, performance, growth). 

• Ensure timely and high-quality resolution of NetSuite support tickets and requests. 

• Act as the primary escalation point for customer issues. 

• Monitor SLAs, utilization, backlog, and service quality metrics. 

• Conduct regular 1:1s, performance reviews, and career development conversations. 

• Coordinate with project teams, solution architects, and other practices as needed. 

• Support onboarding and ramp-up of new consultants. 

• Identify recurring issues and recommend process or system improvements. 

• Maintain strong relationships with assigned customers. 

Behavioral Expectations 

• Strong ownership mindset and accountability for results. 

• Customer-first attitude with a proactive approach to problem solving. 

• Calm and structured under pressure. 

• Clear, respectful, and timely communication. 

• Willingness to coach and give constructive feedback. 

• Collaborative and supportive team leadership style. 

Desired Skills & Competencies 

• Strong NetSuite functional knowledge (financials, O2C, P2P, WMS, etc.). 
• Experience in managed services or application support environments. 

• People management and coaching skills. 

• Ability to prioritize and manage multiple customers simultaneously. 

• Analytical thinking and root-cause analysis. 

• Excellent written and verbal communication.