Nexthink is hiring a Director, Service Delivery Management

The Director of Service Delivery Management leads and scales the global SDM function within Nexthink's Professional Services organization. Overseeing a team of 25+ Service Delivery Managers, this role is accountable for the overall quality, consistency, and impact of Nexthink Accelerate delivery across the customer portfolio. The Director combines deep operational leadership with strategic contribution to the PS organization — ensuring the SDM team delivers measurable customer value, operates within agreed service levels, and continuously evolves its delivery model in line with Nexthink's growth. This role is reporting to VP Professional Services and managing global team of SDMs. What You'll Do - Lead, coach, and develop SDMs across multiple regions, fostering a high-performance delivery culture - Set clear performance expectations, conduct regular 1:1s, and drive career development planning for all direct and indirect reports - Define and evolve the SDM role framework, competency model, and onboarding standards - Drive talent acquisition and retention strategies - Own and manage critical customer escalations, acting as the senior point of accountability for service delivery issues - Engage directly with senior customer stakeholders (C-level, VP) to resolve escalations, restore confidence, and identify recovery paths - Establish and maintain strong relationships with key accounts, supporting SDMs in navigating complex customer environments - Represent Nexthink PS in customer steering committees and governance forums when required - Contribute actively to PS leadership planning cycles — including capacity modelling, margin improvement, and service portfolio evolution - Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM team - Ensure Nexthink Accelerate Service definition is up to date with market demands and evolve the service where needed - Drive the adoption of scalable tooling, automation, and AI capabilities within delivery - Collaborate with PS Automation/AI, Consulting Leads, and Engagement Managers to continuously improve delivery efficiency and outcomes - Own the SDM team's KPI framework, reporting cadence, and operational dashboards - Partner closely with Customer Success, Account Management, and Sales to align delivery with account success plans and commercial objectives - Serve as the primary interface between the SDM function and PS leadership, translating field insights into strategic inputs - Coordinate with Support, Product, and Engineering to resolve systemic issues impacting customer delivery - Monitor and own the health of the SDM team's portfolio — proactively identifying delivery risks and intervening where needed - Ensure consistent delivery of weekly, monthly, and quarterly reporting at both team and executive level - Drive continuous improvement of request prioritization, queue management, and SLA adherence across the team - Maintain a clear view of customer value realization across managed accounts and drive corrective action where needed