Service Delivery Manager

Company 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.

Job Description

You will be a key contributor to realizing our mission: to provide the most efficient, appreciated, and trusted digital workplace monitoring solutions to millions of corporate workers. Your job will cover the following main aspects:

• Based on your personal experience and customer feedback you elaborate user stories, assess value, develop business cases and prioritize them to ensure the Product is creating maximum value in alignment with our product strategy.
• Using your technical expertise and experience in IT Operations and Business IT to design and author Nexthink content packs, which provide Digital Experience Monitoring in any given area of technology, such as those found on www.nexthink.com/library.
• Investigate and research how new areas and existing areas of IT, such as cloud services, endpoint management, or thin client technologies can be described and monitored from an employee-centric Digital Experience perspective.
• Advise the R&D teams with your workplace-specific knowledge during the development of our self-help and self-healing workplace solutions.
• Participate in our Agile way of working, including the scrum meetings, grooming, sprint planning, stand-ups, retrospectives, and demos.
• Collaborate with and advise our Solutions Consulting and Customer Success teams during customer engagements.
• Help us define and implement proactive remediations that teams can take to resolve common problems across their IT landscape so empowering the service desk to be proactive and not reactive in their approach.

Qualifications

You are extremely passionate about solving challenging, real-life problems. You are a Digital Workplace / End User Computing expert with a strong commitment to delivering the best digital experience to end-users.

• 5+ years as IT Service Delivery Manager or other IT senior Operations based role, preferably in L1, L2 or workstation IT Service Delivery manager.
• Led many service improvements projects to increase employee quality of service and reduce IT costs.
• Understanding of the Windows and Mac operating system and related technology stack.
• Appreciation of Cloud computing and the most popular application sets upon it such as Azure, Office 365, AWS, GSuite etc.
• Full technical understanding of Networking and related principles and standards such as IP networking, Wireless Protocols, Proxy Server concepts and both Local and Wide Area Networking systems.
• Outstanding communication and teamwork skills, and social awareness.
• Ability to drive complex projects with minimal oversight, delivering results incrementally and pragmatically.
• Demonstrated ability to collect user feedback and understand customer pain points.
• Enthusiasm for working in an international, collaborative and fast-paced environment and learning new technologies.
• Professional-level English, spoken and written and direct experience designing, creating and reviewing technical documentation both architecture, operational and self help guides for IT Departments and end users.

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.

Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• 📚 Free access to professional training platforms to explore your interests and enhance your skills.
• 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• 📣 Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.