Service Delivery/Customer Success Manager - MSP/Cybersecurity & Recurring Licensing

Company Description

Agile IT is a Microsoft‑focused consulting and managed services provider. We help customers modernize and secure Microsoft 365, Azure, Azure Government, and Microsoft GCC High, with a mission to make CMMC Level 2 practical and sustainable through repeatable architectures, evidence automation, and managed operations.

What you’ll work across (our services)

• Professional Services – Enablement (fixed‑price projects)

• Managed Services – Security & CMMC Compliance for Microsoft cloud and on‑premises systems

• Microsoft GCC High Licensing (secure onboarding & lifecycle operations)

• Complementary Partner Services (co‑delivered with strategic partners)

Job Description

Own day‑to‑day managed services (security compliance ops) and recurring licensing under Microsoft CSP Tier 1. You’ll deliver SLA excellence, drive adoption and renewals, maintain clean NCE/PSA/RMM operations, and expand accounts while reducing cost‑to‑serve through automation. You are the executive point for customer health, outcomes, and growth.

Responsibilities

• Service operations & SLAs: Lead pods operating Defender, Sentinel, Entra ID, Intune, Purview; enforce incident/problem/change, SLOs, and playbooks.

• Compliance operations: Embed CMMC L2/NIST 800‑171 controls in daily ops; maintain evidence completeness and audit‑ready reporting.

• Customer success: Health scoring, adoption plans, QBRs/EBRs, escalation management, renewal forecasting, and expansion plays.

• Licensing lifecycle (CSP Tier 1): Oversee Microsoft NCE (seats, Azure plan), provisioning, co‑term/renewals, price changes, promos, reconciliation, credit governance.

• Financial discipline: Guard P&L levers (utilization, backlog burn‑down, margin); ensure PSA hygiene and accurate, timely invoicing.

• Automation: Reduce toil via RMM policies/scripts, Azure Logic Apps/Power Automate, and API integrators (e.g., n8n, Rewst); track time saved and error reduction.

• Attach & expansion: Partner with CRO to attach enablement → managed services and upsell security add‑ons and GCC High licensing.

Success Metrics (6–12 months)

• SLA attainment ≥ 90–95%; MTTR down QoQ.

• Renewal rate ≥ 95%; NRR ≥ 110–115% (target segments).

• Billing accuracy ≥ 99.5%; clean month‑end close (no re‑bills).

• Evidence completeness ≥ 99.5% for managed CMMC customers.

• X% of high‑volume tasks automated; measurable cost‑to‑serve reduction.

Qualifications

Required Qualifications

• 5–7 years in MSP service delivery or enterprise operations for Microsoft estates.

• Hands‑on familiarity with Defender, Sentinel, Entra, Intune, Purview and ITIL practices.

• Understanding of MSP billing (PSA, Microsoft NCE) and automation platforms (RMM, API integrators such as n8n, Rewst; Logic Apps/Power Automate).

• Clear customer communication, QBR leadership, and escalation management.

• Education: College degree preferred, not required.

Nice to Have

• Operations exposure to Azure Government / Microsoft GCC High.

• KQL and detection‑rule tuning in Sentinel; PowerShell proficiency.

Tools You’ll Use

AutoTask PSA, Intune RMM, PowerShell, Azure Logic Apps/Power Automate, n8n/Rewst, Microsoft Defender, Sentinel, Entra, Intune, Purview.

Additional Information

Compensation & benefits

• Competitive compensation

• Comprehensive benefits (medical, retirement, PTO, professional development).

• Mission‑driven work that directly strengthens the national security supply chain.