Technical Delivery Manager

About the role

This role involves leading professional services engagements from start to finish, ensuring high-quality delivery for clients. The manager will be the primary contact for C-suite and senior IT leaders, handling client conversations, managing escalations, and guiding the onboarding of new managed service clients for backup, firewall, and CEM programs. Success in this position means maintaining executive trust and ensuring a smooth transition to ongoing operations.

A key part of the job is overseeing security hardening engagements, making sure delivery teams follow established standards for endpoint security, identity protection, and infrastructure hardening. The manager will also mentor and develop the professional services engineering team, providing guidance and acting as a technical escalation point for complex challenges. This includes fostering a culture of ownership and continuous improvement.

The role requires collaboration with Project Managers, Practice Leads, and Account Managers to scope engagements, estimate effort, and align resources. The manager will also refine delivery standards, runbooks, and playbooks to ensure consistency and quality. Staying current on threat landscapes and security best practices is essential for advising clients and informing internal planning.

The compensation for this full-time remote position ranges from $92,000 to $149,500 USD annually.

Skills that matter here

• enterprise backup and data protection: This role requires hands-on technical background in enterprise backup and data protection to lead and oversee client engagements.
• network security and firewall management: The manager needs a technical background in network security and firewall management to guide delivery teams and advise clients.
• endpoint and identity security: Expertise in endpoint and identity security is necessary to ensure proper security hardening engagements for clients.
• infrastructure hardening: The role involves overseeing and guiding teams on infrastructure hardening to meet client security standards.

Who this role suits

• A person with at least 8 years of experience in IT infrastructure, cybersecurity, or professional services.
• Someone who has spent at least 3 years in a delivery leadership, technical management, or principal architect role.
• An individual who can effectively manage executive-level client conversations and de-escalate tensions.
• A leader who is capable of mentoring engineering teams and serving as a technical escalation point.

From the employer

What you’ll do

• Own end-to-end delivery of professional services engagements across security hardening, and services implementation across Fenix24’s enterprise client base — from kickoff through steady-state handoff.
• Lead executive-level client conversations, serving as the primary strategic and technical point of contact for CIOs, CTOs, VPs of IT, and senior infrastructure leadership throughout the engagement lifecycle.
• Manage client escalations with urgency and professionalism — de-escalating tension, identifying root cause, driving resolution, and maintaining executive trust throughout the process.
• Drive the onboarding and implementation of new managed service clients across backup, firewall, and CEM programs — coordinating technical resources, setting expectations, and ensuring a high-quality initial experience that transitions smoothly into ongoing operations.
• Oversee security hardening engagements across client environments — ensuring delivery teams follow Fenix24’s standards for endpoint security, identity protection, perimeter defense, and infrastructure hardening, with measurable outcomes documented at every stage.
• Mentor and develop the professional services engineering team — including Virtualization, Infrastructure, Network, M365, Identity, and Backup Engineers — through coaching, structured feedback, knowledge transfer sessions, and hands-on guidance in the field.
• Serve as a technical escalation path for engineering teams — stepping in to provide expert guidance on complex delivery challenges, architecture decisions, and client-specific technical obstacles.
• Collaborate with Project Managers, Practice Leads, and Account Managers to scope engagements, develop effort estimates, establish delivery timelines, and ensure resource alignment across active engagements.
• Establish and continuously refine delivery standards, runbooks, and playbooks for professional services engagements — driving consistency, repeatability, and quality across the team.
• Foster a culture of ownership, excellence, and continuous improvement within the engineering team — setting a high bar for technical quality, client communication, and professional conduct.
• Ensure all delivery work aligns with Fenix24’s security-first philosophy and organizational standards — holding teams accountable to quality, timeliness, and the measurable improvement of client security posture.
• Stay current on the threat landscape, security tooling, and best practices across the domains served by the professional services team — bringing relevant insight into client advisory conversations and internal delivery planning.
• Proactively identify and communicate scope changes, schedule impacts, and delivery risks to internal leadership and client stakeholders, ensuring transparency and collaborative resolution.
• Coordinate change management and governance processes across client engagements, ensuring adherence to Fenix24’s change control policies and client-specific approval workflows.
• Lead engagement closeout and managed service transition activities — facilitating knowledge transfer, documenting client environment baselines, and ensuring a smooth handoff to ongoing managed operations teams.
• Participate in pre-sales and solution design conversations alongside account teams — providing technical credibility, scoping input, and helping to shape proposals that are both accurate and compelling to enterprise clients.
• Additional responsibilities as assigned.

Qualifications, Requirements & Preferred Skills

• 8+ years of experience in IT infrastructure, cybersecurity, or professional services, with at least 3 years in a delivery leadership, technical management, or principal architect role.
• Hands-on technical background spanning one or more of the following domains: enterprise backup and data protection, network security and firewall management, endpoint and identity security, infrastructure hardening.