Recurring Service Delivery / Customer Success Manager - Microsoft Focused Cybersecurity MSP
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 (612 months)
SLA attainment ? 9095%; MTTR down QoQ.Renewal rate ? 95%; NRR ? 110115% (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
57+ 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 compensationComprehensive benefits (medical, retirement, PTO, professional development).Mission-driven work that directly strengthens the national security supply chain.