Service Delivery Manager

Service Delivery Manager MSP (SDM) is the focal point of driving the overall technical services delivery to any MSP customer from Day 1 as the project goes live. SDM is introduced as the SPOC from Technical Services at the beginning of the new logo implementation through any of the packages available with Nexthink. As the project enters the run phase the SDM manages the delivery of scoped Managed Services (hereafter referred to as Accelerate) to Nexthinks MSP Partner & their end customer. They play a pivotal role in supporting the MSP & their customer to realise value from the Nexthink platform. The SDM is supported by one or more Professional Services Consultants (PSC) as well as other support functions like Partner Success Manager Product Managers Product Support and more over backend teams creating new content over the Nexthink platform. The objective of SDM is to ensure that Accelerate services are aligned with the customer success plan and the value metrics being tracked for the customer ensuring a continuous value delivery to the customer.

The role will coordinate the daily activities of the assigned PSCs along with the other supporting Accelerate teams located globally and focus on the highest priorities and the biggest impact to the customer while providing quality assurance and delivering within the agreed service levels.

The role is a combination of technical and business skills; in which the candidate would work with the MSP & their customer right from doing DEX Management planning document mutually agreeable success parameters assigning BAU tasks to Accelerate PSCs and setting a governance to track the achievements of set goals & ultimately document and present value achieved to the customer. The candidate should have the ability to assess technical requests have meaningful discussions with customer on their objectives and map the same back to different product features / packages offered by Nexthink. SDM would be responsible to create and drive the Service Delivery Strategy for the customer and would work internal and external stakeholders across the customer and partner organizations.

Responsibilities

Single Point of Contact (SPOC) for the Managed Service Provider (MSP) and their customer overseeing all deliverables outlined in the Services contract.

Participate actively in Customer Steering Group meetings collaborating with the MSP to discuss Nexthinks role in the customers Digital Experience (DEX) strategy understand the partner / customers priorities and effectively ensure timely and qualitative delivery of services.

Provide guidance to the PSC  & MSP to drive the Business as Usual (BAU) operations. Recommend new business use cases and engage with the customer / MSP to increase adoption of Nexthink.

Analyze customers business needs & pain areas through regular connects understanding of TCDs from Service Desk & various data seen from Nexthink. Identify opportunities to increase automation of issues & leverage existing as well as custom created contents to deliver value to the customers / MSP business.

Gain a deep understanding of the customers business goals and objectives as outlined in the MSP contract aligning Nexthinks deliverables with these objectives.

Comprehend the customers DEX goals strategic plans pain points and limitations to offer informed advice on leveraging Nexthink effectively.

Conduct thorough analysis of Nexthink data and present actionable insights to the customer. Create well documented presentations capturing insights from data and provide recommendations.

Organize and coordinate for regular governance calls with MSP as well as bi-monthly / quarterly business review meetings with a focus on getting things done based on CSP and mutually agreed road-map.

Collaboratively plan the Customer Success Plan and strategy with the PSM Sales team PSC & SC regularly; ensure to update the CSP based on the customers priorities.

Lead and manage the PSC / PSCs assigned to specific projects ensuring their tasks and goals align with the Customers Success Plan (CSP).

Identify and advocate for automation opportunities that bring value to the customer. Prioritize and request custom automation or report creation as needed working backend with the other support teams of Accelerate.

Develop content tailored to customer requirements collaborating with the Shared Services team for custom scripting reports using external tools with Nexthink data custom NQL queries.

Support customer initiatives related to Nexthink operations including existing and upcoming projects. Encourage customer participation in Technical Previews of new features.

Organize regular product roadmap workshops to keep customers informed about new features and modules.

Meet Service Level Objectives (SLOs) and take prompt action including internal escalations or partner notifications in case of any impacts on SLO achievement.

Identify and fulfill agreed-upon use cases consistently delivering results quarter after quarter.

Validate any new service / content requirements from the partner and raise the records in JIRA ticketing system. Assign tasks to self or PSC post validation.

Establish and maintain a regular communication cadence with the MSP and customer through weekly monthly and quarterly meetings ensuring that progress is tracked by PSCs.

Maintain updated Action Trackers & other relevant documents on OneDrive including customer related insights and roadmap discussions. Update Salesforce records as required.

Prepare all customer-facing and internal deliverables ensuring they meet high-quality standards.

Coordinate and communicate with cross-functional teams including Sales Support and Partner Success to align Managed Services activities.

Increase the footprint of Nexthink across different functions of the customer within IT as well as non-IT related usage. Enhance stickiness of Nexthink to ensure smooth renewal and possible product upsells.

Escalate issues internally and externally when necessary to ensure prompt resolution. Follow-up with Product Support or relevant resolver groups to ensure timely resolution of issues raised. Raise RED FLAGS to alert in case of any deviations.

Stay informed about product development and releases at a level necessary to fulfill the above responsibilities and inspire PSCs to innovate continuously to maximize Nexthinks value.

Qualifications :

• Bachelors degree in Computer Science or Computer Engineering preferred.

Experience:

• 8 - 10 years of experience in technical consulting analytics and automation with a preference for candidates with this background.
• Consulting-based approach in previous roles coupled with good project management skills.
• Knowledge of Nexthink / competing products would be an advantage.
• Flexible to work in UK / US shifts

Key Skills and Attributes:

• Analytical Expertise: Proficient in analyzing data to identify pain points and opportunities with a strong commitment to providing actionable insights and driving automation.
• Transformation Experience: Demonstrated experience in transformation projects such as Win10 and O365 migrations.
• End User Computing (EUC) Mastery: Extensive technical knowledge of end user computing (EUC) management.
• Collaborative Aptitude: Skilled at collaborating with dispersed teams including CTOs product management and support to deliver the right solutions and innovate based on customer input.
• IT Operations Proficiency: Deep understanding of IT operations.
• Quick Learner: Ability to rapidly acquire knowledge of new technologies.
• Customer-Centric: Proven ability to gather and manage customer feedback comprehend customer pain points and propose practical solutions.
• Communication Skills: Excellent verbal and written communication skills with a strong ability to engage with customers and collaborate effectively within a team.
• Problem Management: Exceptional problem-solving skills to address complex issues effectively.
• Adaptability: Capability to excel in challenging environments and adapt to changing circumstances.
• Enthusiasm for Innovation: Passion for working in an international collaborative and fast-paced environment and eagerness to learn and adopt new technologies.
• Technical Proficiency: Excellent knowledge of Microsoft Windows Office 365 web browsers and other standard EUC applications.

Preferred:

• Nexthink certified professional / previous experience of working with Nexthink or similar DEM tools.
• Practical knowledge of Windows Office 365 & overall EUC insights
• Understanding of SQL XML PowerShell PowerBI would be ideal.
• Practical experience of data integration methods and technologies
  •  in any of the following:
  •  IT systems
  • Enterprise infrastructure management / Data Centers
  • Application development and management
  • Managed IT Services
  • Security
  • Analytics EU data
• Project Management skills (ITIL PMP)

Additional Information :

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works giving our customers IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics automation and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges create ever more productive workplaces and deliver happy satisfied employees in the digital workplace.

With over 1000 employees across 5 continents Nexthink operates as One Team connecting collaborating and innovating to continuously grow. We call our employees Nexthinkers and our commitment to diversity inclusion and equity is second to none. We currently have over 75 nationalities working with us from all cultures and backgrounds speaking many different languages.

If you are looking for a change and like a nice atmosphere lots of challenges and having fun while working this is a great opportunity for you! Check what we offer:

• Permanent Contract and a competitive compensation package.
• Amazing centrally located offices near the Bernabeu Stadium.
• Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us.
• Hybrid work model balancing office and remote work with a structured approach for new hires to foster connections and onboarding.
•   Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) 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 some soft drinks as well. 
•  Regular company and team events like Pizza talks Team Building activities Christmas parties hosting Meetups at the office and more!
•   Bonuses for referring successful hires after three months of continuous employment.
• We offer a relocation package to people who are coming from another country.

Please note that not all the benefits listed above are available for temporary contract and internship roles. To ensure you have the most up-to-date information we recommend checking with your Recruitment Partner.

Remote Work :

No

Employment Type :

Full-time