Managed Services Delivery Manager

FORTÉ; San Francisco (CA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Healthcare, vision & dental coverage

Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

Employer-paid life and disability insurance

401(k) with company match

Employee Stock Ownership Plan (ESOP)

Tuition reimbursement

Employer-paid employee assistance program

Paid time off

Job summary

FORTÉ is seeking a Managed Services Delivery Manager in San Francisco, California. This critical role involves overseeing customer support processes and managing service health for Tier 1 and Tier 2 accounts.

The ideal candidate will have experience with service development, IT service management, and strong communication skills, particularly with C-level executives. FORTÉ values employee ownership and offers an extensive benefits package, ensuring you achieve personal and professional growth.

Qualifications

• Experience communicating with customer levels including C-level executives.
• Ability to create service presentations and business correspondence.
• Experience developing reporting procedure manuals.

Responsibilities

• Act as the Managed Services operational leader responsible for customer support.
• Serve as a liaison between branch operations and central service desk.
• Support MS sales opportunities to meet revenue and profitability objectives.

Skills

Service development

Service sales methodology

Service management

Building working relationships

Effective communication

Presentation skills

Education

Experience in managed services operation

CRM utilization

IT service management

ITIL based service methodology

Job description

What You'll Be Doing

The Managed Services (MS) Delivery Manager plays a pivotal role within FORTÉ by serving as the Managed Services operational leader responsible for customer support ownership, customer supported resource allocation and management, and overall customer service estate health. This position will also act as a liaison between the branch operations team, tiered support subject matter experts, and the central service desk.

This role will support the Managed Services organization as a whole, but the core focus of the position will be around Tier 1 and Tier 2 support for specifically named accounts. This position will also support the field and branch teams for MS sales opportunities to achieve our business revenue, gross profit (GP) and profitability objectives annually.

What You Bring to Assure Success:

• The Managed Services Delivery Manager must possess strong service development, service sales methodology experience, service management and honed skills in building working relationships with cross functional teams.
• Educational and experience background should consist of managed services operation, CRM utilization, IT service management, ITIL based service methodology, and preferred global services management
• Experience with communicating effectively with different customer levels up to, and including, C-level executives.
• The Managed Services Delivery Manager must have the ability to create and develop collateral and service presentations, business correspondence, and reporting procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public

Why Should You Apply?

At FORTÉ, your work matters, and it’s easy to see the impact you make. That’s because we’re 100% employee‑owned, and everyone here has a stake in how we show up – for each other, our customers, and the future we’re building. You’ll join a team that values your strengths, supports your growth, and shares your commitment to doing work that moves people and organizations forward. With bold momentum and a clear mission, FORTÉ is a place where you can bring your best – and build what’s next.

The benefits of ownership

At FORTÉ, you're not just covered – you’re supported. Our employee‑owners have access to a comprehensive benefits package designed to protect your health, grow your wealth, and help you do your best work.

Here’s a look at what we offer:

• Healthcare, vision & dental coverage to keep you and your family well
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
• Employer‑paid life and disability insurance for added peace of mind
• 401(k) with company match to invest in your future
• Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
• Tuition reimbursement and ongoing learning opportunities to support your growth
• Employer‑paid employee assistance program to care for your physical, mental, and financial health
• Paid time off that helps you truly disconnect

FORTÉ is an equal opportunity employer. Disabled/Veterans.