General Summary:

The Sr. Director of Professional Services leads the ConnectWise Consulting organization and is accountable for predictable, high-quality execution of non-scale (high-touch, complex) consulting engagements, partner outcomes, and operational rigor across Consultants, Project Managers, and Technical Services. The role owns short- to midterm strategy execution and operating direction for the organization, including performance management across delivery quality, partner satisfaction, time-to-value, adoption, retention impact, and operational efficiency (utilization and margin). A core focus is Consulting360, the flagship service offering—owning execution excellence and ongoing evolution of the delivery model, assets, and enablement to expand ConnectWise Consulting into a business consulting function with measurable partner impact. The Sr. Director defines and enforces delivery standards and governance, including SOW scoping discipline and change control, and runs a consistent operating cadence to drive accountability and operational rigor. The role drives cross-functional interlock with Sales, Product, Partner Success, Support, Enablement, Finance, and Operations, including alignment that supports services attach where appropriate, and closed-loop feedback that removes friction and improves partner outcomes. The Sr. Director drives an AI & Automation-first strategy and execution by adopting tools and workflows that improve efficiency, quality, scalability, and insights. The role provides regular reporting and forecasts to senior leadership and monitors industry and MSP market trends to continuously improve delivery.

Essential Duties & Responsibilities:

• Leads Consultants, Project Managers, and Technical Services to deliver non-scale consulting engagements across the ConnectWise portfolio, improving partner time-to-value, adoption, satisfaction, and retention
• Drives an AI & Automation-first strategy and execution by adopting and building tools and workflows that improve efficiency, quality, scalability, insights, and partner outcomes
• Owns short- to mid-term strategy execution and operating direction for the ConnectWise Consulting organization, including organizational planning, talent strategy, capacity modeling, and integration of acquired teams, workflows, offerings, and partner experience standards
• Partners with executive leadership on matters of significance to ConnectWise and serves as an executive escalation point for high-impact partner issues and complex delivery challenges
• Owns the Consulting360 service execution and continuous refinement, including delivery governance, methodology evolution, playbooks, enablement, and measurement to elevate ConnectWise Consulting into a business consulting function
• Defines and enforces delivery standards, governance, SOW scoping discipline, and change control; runs a consistent operating cadence (weekly/monthly business reviews, forecast and capacity reviews, risk and escalation forums, and quarterly planning) to drive accountability and operational rigor
• Establishes and owns performance management across delivery and operational efficiency metrics, including utilization and margin, service quality, partner satisfaction, time-to-value, adoption, and retention impact, and provides regular reporting, forecasts, and strategic updates to senior leadership on performance, risks, capacity, partner trends, and improvement initiatives
• Leverages services data and Voice of the Partner insights to identify, prioritize, and lead initiatives that reduce delivery risk, remove friction, and improve implementation quality and scalability • Drives cross-functional interlock with Sales, Product, Partner Success, Support, Enablement, Finance, and Operations to ensure clean handoffs, defined readiness and success criteria, and closed-loop feedback; supports services attach where appropriate; and engages partners and key stakeholders to strengthen executive relationships and promote long-term value realization
• Develops leaders and teams through coaching and talent development while building a culture of accountability, partner obsession, innovation, and continuous improvement
• Represents ConnectWise Consulting in strategic programs and partner/community engagements, including IT Nation, and monitors industry and MSP market trends to continuously improve service delivery and partner outcomes

Working Conditions:

• Remote-US or CAN
• 10-20% Travel may be required

General Summary:

The Technical Services Specialist is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issue partner issues.

Mandatory skills: Strong Handson on Microsoft Windows, Exchange, and SQL Server, and Google Apps

Essential Duties & Responsibilities:
• Provides support to cross-functional teams, with close attention to detail
• Research, analyze, and document findings
• May coach, review, and/or delegate work to other team members
• Documents partner interactions, troubleshooting, and results in a clear and concise manner
• Engages in the systems analysis of hardware and software for best practices and provides solutions based on the diagnosis of the problem
• Provides and implements solutions based on partner and end-user needs
• Provides application of systems analysis procedures and consults with partners to determine their software and systems functional applications
• Assists with creating future release functionality, bug fixes, patches, and updates
• Interacts with partners and end users to provide support via phone, ticket system, and chat to answer inquiries regarding the system
• Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and partners
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources
• Relies on limited experience and judgment to plan and accomplish goals.

 Knowledge, Skills, and/or Abilities Required:
• Ability to manage large projects and processes independently with limited supervision
• Recognized subject matter expert of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business partner requirements
• Detail-oriented, communication, and organizational skills
• Strong Handson on Microsoft Windows, Exchange, and SQL Server, and Google Apps
• Advanced experience with Microsoft operating systems at the desktop and server level 
• Server-level technical skills, including server builds and administration, setup and support, antivirus management, and virtual environment administration 
• Broad understanding of relational databases, data warehousing, markup languages, and web technologies 
• Knowledge of IIS
• Advanced experience with Microsoft operating systems at the desktop and server level 
• Knowledge of operating terminal service, Active Directory, DNS, and Citrix
• Strong problem-solving abilities
• Ability to meet deadlines

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in a related field or equivalent business experience
• 2+ years of relevant experience

Work Location: Mumbai or Pune 

Shifts: UK shifts 

Working Conditions:

• On-site / Hybrid depending on location

General Summary:

The Scale Project Manager supports successful project execution by ensuring tasks align with goals, maintaining clear communication, and adapting to changing priorities. This role fosters collaboration, tracks progress, and escalates issues promptly to keep projects on schedule and within quality standards.

Essential Duties & Responsibilities:

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  Facilitates and schedules warm calls and project meetings including preparing agendas, documenting outcomes, maintaining communication, and ensuring a smooth partner handoff to the Partner Success Team
• Handles escalation cases; researches, analyzes, and documents findings
• Assists in identifying and mitigating risks and issues
• Collaborates with project teams and internal project teams to identify requirements, objectives, and scope
• Coordinates and builds strong working relationships with internal teams, including Consulting, Operations, Sales, and Support
• Generates status reports for partners and stakeholders, providing insights into project performance
• Manages project timelines and supports overall project execution
• Assists in creating detailed project plans, timelines, and budgets
• Follows up with partners and internal teams on action items
• Assists in allocating resources to ensure project tasks are properly staffed
• Monitors project progress, milestones, and budget, identifying deviations from the approved plan
• Ensures the project is consistently maintained and updated with accurate and timely information
• Maintains comprehensive and organized project documentation
• Provides cross-functional support with strong attention to detail
• Provides administrative support to the project team as needed

Knowledge, Skills, and/or Abilities Required:

• Excellent verbal and written communication skills
• Strong project management and organizational capabilities
• Effective facilitation skills, including leading meetings, warm calls, and cross‑functional discussions
• Strong critical thinking, analytical and problem‑solving abilities
• Exceptional time management and ability to prioritize effectively
• Proactive, self‑motivated, and able to work independently with a strong sense of ownership and urgency
• Comfortable working in a fast‑paced, evolving environment and adapting to shifting priorities
• Ability to interpret and clearly communicate technical or process‑related documentation
• Strong attention to detail, ensuring accuracy and organization of documentation and project data
• Familiarity with project tracking tools, dashboards, and reporting processes
• Collaborative mindset and willingness to learn and adopt best practices.

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 1+ years of relevant experience