Nexthink
digital employee experience management software
ServiceDeliveryManager-Offshore
Neural analysis suggests this role is
optimal for mid candidates.
“Service Delivery Manager - Offshore at Nexthink. Skills: Service Delivery Strategy, Technical Services Delivery, Managed Services, Customer Success Planning, Digital Employee Experience (DEX). Focal point of driving overall technical services delivery to MSP customers. Manages delivery of scoped Managed Services”
What You'll Achieve.
Ensure continuous value delivery to the customer; Achieve set goals; Present value achieved to the customer; Meet Service Level Objectives (SLOs); Consistently deliver results quarter after quarter; Ensure smooth renewal and possible product upsells
Industry & Context.
Exceptional problem-solving skills to address complex issues effectively; Analytical Expertise
Flexible to work in UK / US shifts
What They're Looking For.
Must Have
8 - 10 years of experience in technical consulting, analytics, and automation, Consulting-based approach in previous roles coupled with good project management skills, Excellent knowledge of Microsoft Windows, Office 365, web browsers, and other standard EUC applications
Nice to Have
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, 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)
What You'll Do.
Focal point of driving overall technical services delivery to MSP customers
Manages delivery of scoped Managed Services
Supports MSP and their customer to realize value from the Nexthink platform
Ensures Accelerate services are aligned with customer success plan and value metrics
Coordinates daily activities of assigned PSCs and global Accelerate teams
Focuses on highest priorities and biggest impact to the customer
Provides quality assurance and delivers within agreed service levels
Works with MSP & customer on DEX Management planning
Documents mutually agreeable success parameters
Assigns BAU tasks to Accelerate PSCs
Sets governance to track achievements of set goals
Documents and presents value achieved to the customer
Assesses technical requests and discusses objectives with customer
Maps customer objectives back to Nexthink product features/packages
Creates and drives Service Delivery Strategy for the customer
Works with internal and external stakeholders
Single Point of Contact (SPOC) for MSP and their customer
Oversees all deliverables outlined in the Services contract
Participates in Customer Steering Group meetings
Provides guidance to PSC & MSP to drive BAU operations
Recommends new business use cases
Engages with customer/MSP to increase adoption of Nexthink
Analyzes customer's business needs & pain areas
Identifies opportunities to increase automation of issues
Leverages existing and custom created contents
Gains deep understanding of customer's business goals and objectives
Aligns Nexthink's deliverables with customer objectives
Comprehends customer's DEX goals
Offers informed advice on leveraging Nexthink effectively
Conducts thorough analysis of Nexthink data and presents actionable insights
Creates well documented presentations
Organizes and coordinates regular governance calls with MSP
Organizes bi-monthly / quarterly business review meetings
Collaboratively plans Customer Success Plan and strategy
Leads and manages assigned PSCs
Identifies and advocates for automation opportunities
Prioritizes and requests custom automation or report creation
Develops content tailored to customer requirements
Supports customer initiatives related to Nexthink operations
Encourages customer participation in Technical Previews
Organizes regular product roadmap workshops
Meets Service Level Objectives (SLOs)
Takes prompt action in case of SLO impacts
Identifies and fulfills agreed-upon use cases
Validates new service / content requirements
Raises records in JIRA ticketing system
Assigns tasks to self or PSC
Establishes and maintains regular communication cadence with MSP and customer
Maintains updated Action Trackers & other relevant documents on OneDrive
Updates Salesforce records
Prepares all customer-facing and internal deliverables
Coordinates and communicates with cross-functional teams
Increases the footprint of Nexthink across different functions of the customer
Enhances stickiness of Nexthink
Escalates issues internally and externally
Follows-up with Product Support or relevant resolver groups
Stays informed about product development and releases
Inspires PSCs to innovate continuously
How You'll Work.
Team & Collaboration
Collaborates with dispersed teams, including CTOs, product management, and support; Coordinates and communicates with cross-functional teams, including Sales, Support, and Partner Success
Communication Scope
Excellent verbal and written communication skills; Ability to engage with customers; Ability to collaborate effectively within a team
Process & Methodology
Good project management skills, ITIL, PMP
Full Job Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. #LI-Hybrid 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 Nexthink’s 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 rol
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