About the job
The Service Delivery Manager (SDM) for Managed Service Providers (MSP) is the key facilitator for delivering comprehensive technical services to MSP clients from the initiation of the project. The SDM serves as the Single Point of Contact (SPOC) for Technical Services throughout the implementation of Nexthink solutions. During the operational phase, the SDM is responsible for overseeing the delivery of Managed Services, referred to as 'Accelerate,' to Nexthink's MSP partners and their customers. A critical aspect of this role is to enable the MSP and their clients to derive maximum value from the Nexthink platform.
As part of the role, the SDM will coordinate the daily tasks of assigned Professional Services Consultants (PSCs) and other global Accelerate teams, focusing on high-priority actions that yield significant customer impact while ensuring quality assurance and adherence to agreed service levels.
The position requires a blend of technical and business acumen, enabling the candidate to engage with both the MSP and their clients from the initial Digital Experience (DEX) Management planning stages, to documenting success metrics, assigning routine tasks to PSCs, and establishing governance for tracking goal achievement. The SDM will assess technical requests, engage in substantial discussions about customer objectives, and align these with various Nexthink product features. Additionally, the SDM will develop and implement the Service Delivery Strategy for customers, collaborating with internal and external stakeholders across partner organizations.
Key Responsibilities:
- Act as the SPOC for MSPs and their customers, managing all deliverables stipulated in the service contract.
- Engage actively in Customer Steering Group meetings with MSPs to clarify Nexthink's role in the clients' DEX strategy, understanding customer priorities for timely and quality service delivery.
- Guide PSCs and MSPs in managing Business as Usual (BAU) operations, proposing new business use cases, and promoting increased adoption of Nexthink solutions.
- Regularly analyze customer business needs and challenges through consistent communication and insights from Service Desk data.

