Nexthink is hiring a Service Delivery Manager (MSP) to be the focal point for driving technical service delivery from the moment a project goes live. You will manage the delivery of scoped Managed Services to our MSP Partner and their end customer, playing a pivotal role in helping them realize value from the Nexthink platform.

What You'll Do

Be the Single Point of Contact for the Managed Service Provider and their customer, overseeing all deliverables in the Services contract.
Participate in Customer Steering Group meetings to discuss Nexthink's role in the customer's Digital Experience strategy.
Guide Professional Services Consultants and MSPs on Business as Usual operations and recommend new business use cases.
Analyze customer business needs and pain areas through regular connects and Nexthink data to identify automation opportunities.
Gain a deep understanding of customer business goals and align Nexthink's deliverables with these objectives.
Conduct thorough analysis of Nexthink data and present actionable insights in well-documented presentations.
Organize regular governance calls and bi-monthly/quarterly business review meetings.
Collaboratively plan the Customer Success Plan and strategy with the Partner Success Manager, Sales, and consultants.
Lead and manage assigned Professional Services Consultants, ensuring their tasks align with the Customer's Success Plan.
Identify and advocate for automation opportunities that bring value, prioritizing custom automation requests.
Develop content tailored to customer requirements, collaborating with the Shared Services team for custom scripting.
Support customer initiatives related to Nexthink operations, including existing and upcoming projects.
Organize regular product roadmap workshops to keep customers informed about new features.
Meet Service Level Objectives and take prompt action, including internal escalations, if any impacts occur.
Validate new service/content requirements and raise records in the JIRA ticketing system.
Establish and maintain a regular communication cadence through weekly, monthly, and quarterly meetings.
Maintain updated Action Trackers on OneDrive and update Salesforce records as required.
Prepare all customer-facing and internal deliverables to high-quality standards.
Coordinate with cross-functional teams like Sales, Support, and Partner Success to align activities.
Increase the footprint of Nexthink across different customer functions to enhance stickiness for smooth renewal and upsells.
Escalate issues internally and externally to ensure prompt resolution and raise flags for deviations.
Stay informed about product development and releases to fulfill responsibilities and inspire innovation.

What We're Looking For

Bachelor's degree in Computer Science or Computer Engineering preferred.
8 - 10 years of experience in technical consulting, analytics, and automation.
Consulting-based approach with good project management skills.
Flexibility to work in UK / US shifts.
Analytical expertise in identifying pain points and opportunities, with a commitment to actionable insights and automation.
Demonstrated experience in transformation projects like Win10 and O365 migrations.
Extensive technical knowledge of end user computing management.
Skilled at collaborating with dispersed teams, including CTOs, product management, and support.
Deep understanding of IT operations.
Ability to rapidly acquire knowledge of new technologies.
Proven ability to gather and manage customer feedback, comprehend pain points, and propose practical solutions.
Excellent verbal and written communication skills, with a strong ability to engage with customers and collaborate effectively.
Exceptional problem-solving skills to address complex issues.
Capability to excel in challenging environments and adapt to change.
Passion for working in an international, collaborative, and fast-paced environment.
Excellent knowledge of Microsoft Windows, Office 365, web browsers, and standard EUC applications.

Nice to Have

Nexthink certified professional or experience with Nexthink or similar DEM tools.
Practical knowledge of Windows, Office 365 & overall EUC insights.
Understanding of SQL, XML, PowerShell, PowerBI.
Practical experience with data integration methods in IT systems, enterprise infrastructure management, application development, Managed IT Services, Security, or Analytics.
Project Management skills like ITIL or PMP.

Technical Stack

Nexthink, JIRA, Salesforce, OneDrive
SQL, XML, PowerShell, PowerBI
Microsoft Windows, Office 365

Team & Environment

You will be supported by one or more Professional Services Consultants as well as other functions like Partner Success Manager, Product Managers, Product Support and backend teams. You will coordinate daily activities of assigned PSCs and other supporting Accelerate teams located globally.

Benefits & Compensation

Permanent Contract and a competitive compensation package including Stock Options.
Amazing centrally located offices near the Bernabeu Stadium.
Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR entirely covered.
Hybrid work model balancing office and remote work.
Flexible Hours and unlimited vacation on top of 23 days of holidays, plus 3 company-paid volunteer days.
Up to 25 EUR per month for a gym subscription.
Flexible retribution plan for kindergarten & transport tickets.
Reimbursement of up to 50% of the cost of English & Spanish classes.
Fresh fruit, cookies, and occasionally soft drinks.
Regular company and team events like Pizza talks, Team Building activities, Christmas parties, and Meetups.
Bonuses for referring successful hires after three months of continuous employment.
Relocation package for people coming from another country.