Service Delivery Manager - Offshore
Core
Focal point for driving technical services delivery and ensuring value realization for MSP customers using the Nexthink Digital Experience (DEX) platform.
Role type
Senior Service Delivery Manager (Offshore)
Builds
Managed Services (Accelerate) packages and continuous value delivery for MSP partners and their end customers.
Domain
IT Operations / Digital Experience Management (DEX) / End User Computing (EUC)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Service Delivery Strategy, Customer Success Planning, Stakeholder Management, Data Analysis, Automation Opportunity Identification, Governance, Project Management, IT Operations Knowledge, Technical Consulting, Presentation Skills
Preferred skills
Nexthink platform knowledge, Competing DEX product knowledge, Win10/O365 migration experience, Custom scripting/NQL query knowledge
Technologies
Nexthink, JIRA, Salesforce, OneDrive, NQL
Responsibilities
Act as Single Point of Contact (SPOC) for MSP and customer; Coordinate daily activities of Professional Services Consultants (PSCs); Analyze customer business needs and Nexthink data to identify automation opportunities; Lead and manage PSCs assigned to specific projects; Organize governance calls and business review meetings; Develop and maintain Customer Success Plans (CSP); Create custom content, reports, and scripts; Escalate issues and ensure Service Level Objectives (SLOs) are met; Prepare customer-facing deliverables and presentations.
Seniority
Senior, hands-on IC with strategic oversight