Nexthink is looking for a Service Delivery Manager to drive the overall technical services delivery for our Managed Service Provider (MSP) customers. In this combined technical and business role, you will be the Single Point of Contact from Day 1, ensuring the delivery of scoped Managed Services aligns with customer success plans and value metrics.
What You'll Do
- Act as the Single Point of Contact (SPOC) for the MSP and their end customer, overseeing all deliverables outlined in the services contract.
- Participate in Customer Steering Group meetings to discuss Nexthink's role in the customer's Digital Experience (DEX) strategy.
- Guide Professional Services Consultants (PSCs) and the MSP on Business as Usual (BAU) operations and recommend new business use cases to increase adoption.
- Analyze customer business needs and pain points through regular engagement and Nexthink data to identify automation and value delivery opportunities.
- Align Nexthink's deliverables with the customer's business goals and objectives.
- Conduct thorough analysis of Nexthink data and present actionable insights through well-documented presentations.
- Organize and coordinate regular governance calls and bi-monthly or quarterly business review meetings.
- Collaboratively plan the Customer Success Plan and strategy with the Partner Success Manager, Sales team, PSC, and SC.
- Lead and manage the PSC(s) assigned to specific projects, ensuring tasks align with the Customer Success Plan (CSP).
- Identify and advocate for automation opportunities that bring customer value, prioritizing custom automation or report creation.
- Develop content tailored to customer requirements, collaborating with Shared Services for custom scripting, reports, and NQL queries.
- Support customer initiatives related to Nexthink operations and encourage participation in Technical Previews of new features.
- Meet Service Level Objectives (SLOs) and take prompt action, including internal escalations, when impacts occur.
- Identify and fulfill agreed-upon use cases, consistently delivering results quarter after quarter.
- Validate new service or content requirements from partners and raise records in the JIRA ticketing system.
- Establish and maintain a regular communication cadence with the MSP and customer through weekly, monthly, and quarterly meetings.
- Maintain updated Action Trackers and other relevant documents on OneDrive and update Salesforce records as required.
- Prepare all high-quality customer-facing and internal deliverables.
- Coordinate with cross-functional teams, including Sales, Support, and Partner Success, to align Managed Services activities.
- Increase Nexthink's footprint across different customer functions to enhance stickiness and ensure smooth renewal.
- Escalate issues internally and externally to ensure prompt resolution and raise red flags for any deviations.
- Stay informed about product development and inspire PSCs to innovate to maximize Nexthink's value.
What We're Looking For
- A Bachelor's degree in Computer Science or Computer Engineering is preferred.
- 8–10 years of experience in technical consulting, analytics, and automation.
- A consulting-based approach in previous roles coupled with good project management skills.
- Flexibility to work in UK/US shifts.
- Analytical expertise to identify pain points and opportunities, with a commitment to providing actionable insights and driving automation.
- Demonstrated experience in transformation projects, such as Win10 and O365 migrations.
- Extensive technical knowledge of End User Computing (EUC) management.
- Skill in collaborating with dispersed teams to deliver solutions and innovate based on customer input.
- Deep understanding of IT operations.
- Ability to rapidly acquire knowledge of new technologies.
- Proven ability to gather and manage customer feedback, understand pain points, and propose practical solutions.
- Excellent verbal and written communication skills, with strong ability to engage customers and collaborate within a team.
- Exceptional problem-solving skills to address complex issues effectively.
- Capability to excel in challenging environments and adapt to changing circumstances.
- Passion for working in an international, collaborative, and fast-paced environment and eagerness to learn new technologies.
- Excellent knowledge of Microsoft Windows, Office 365, web browsers, and other standard EUC applications.
Nice to Have
- Knowledge of Nexthink or competing products.
- Nexthink certification or previous experience working with Nexthink or similar Digital Experience Monitoring (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, application development, managed IT services, security, or analytics.
- Project Management skills (ITIL, PMP).
Technical Stack
- Nexthink platform, Microsoft Windows, Office 365
- SQL, XML, PowerShell, PowerBI
- JIRA, Salesforce, OneDrive
Team & Environment
You will be supported by one or more Professional Services Consultants (PSC) as well as other support functions like the Partner Success Manager, Product Managers, Product Support, and backend teams. You will coordinate the daily activities of assigned PSCs and other supporting Accelerate teams located globally, working with internal and external stakeholders across the customer and partner organizations.
Benefits & Compensation
- Permanent contract and a competitive compensation package.
- Comprehensive health insurance through partnership with ACKO, including OPD coverage for dental, vision, health check-ups, consultations, and pharmacy expenses.
Work Mode
This role follows a hybrid work model, balancing office and remote work.
Nexthink operates as One Team, connecting, collaborating, and innovating to continuously grow. We are committed to diversity, inclusion, and equity, with over 75 nationalities working with us in an international, collaborative, and fast-paced environment.
