Service Delivery Manager - MSP (SDM)

Company Description
Hi, we're Nexthink. We're not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees' experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we've surpassed $100M in ARR, and we've recently secured $180M in Series D financing for a company valuation of $1.1B, but we're just getting started.
Job Description
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 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 Nexthink's role in the customer's Digital Experience (DEX) strategy, understand the partner / customer's 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 customer's 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 customer's / MSP business.

Gain a deep understanding of the customer's business goals and objectives as outlined in the MSP contract, aligning Nexthink's deliverables with these objectives.

Comprehend the customer's 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 customer's priorities.

Lead and manage the PSC / PSCs assigned to specific projects, ensuring their tasks and goals align with the Customer's 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 Nexthink's value.

Qualifications

• Bachelor's 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)

#LI-Hybrid
Additional Information
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 (Stock Options also included).
• Health insurance through our partnership with ACKO, including OPD coverage for dental, vision, health check-ups, consultations, and pharmacy expenses.
• 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 22 days of holidays we offer). Plus, company-paid bank holidays (12), sick days (10-30), bereavement leave (5), and 3 days per year for volunteering.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Stay covered against accidents, bodily injuries, and disabilities with our personal accident insurance policy, providing assurance with coverage up to three times your annual CTC.
• New mothers are entitled to up to 26 weeks of maternity leave, with the flexibility to use up to 8 weeks before the expected delivery and the remaining 18 weeks after. Birth fathers can take 4 weeks of paternity leave, while adoptive parents are eligible for 26 weeks of leave for mothers and 4 weeks for fathers.
• Under the Payment of Gratuity Act, receive gratuity at the rate of 15 days of basic pay for every completed year of service, provided you've been employed by the company for a minimum of 5 years. Gratuity is payable at retirement or resignation based on your last drawn basic pay.
• Bonuses for referring successful hires after three months of continuous employment.

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.