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Nexthink is seeking a Service Delivery Manager (SDM) for its Managed Services offering, based in Bengaluru. This role serves as the Single Point of Contact (SPOC) between Nexthink, Managed Service Providers (MSPs), and their end customers, driving technical services delivery from project inception through the run phase.
The SDM will oversee the delivery of Nexthink's Accelerate managed services, ensuring alignment with customer success plans and value metrics. You will coordinate daily activities of assigned Professional Services Consultants (PSCs) and supporting teams globally, prioritizing high-impact deliverables while maintaining agreed service levels.
Key responsibilities include:
- Acting as SPOC for MSPs and customers, overseeing all contract deliverables
- Participating in Customer Steering Group and business review meetings to align Nexthink's role with the customer's Digital Experience (DEX) strategy
- Guiding PSCs and MSPs on Business as Usual (BAU) operations and recommending new use cases to drive adoption
- Analyzing customer business needs and pain points through regular engagement and Nexthink data analysis
- Developing and maintaining the Customer Success Plan (CSP) in collaboration with PSM, Sales, PSC, and Support teams
- Leading and managing assigned PSCs, ensuring alignment with customer objectives
- Identifying and advocating for automation opportunities and custom content development
- Organizing governance calls and bi-monthly/quarterly business reviews
- Conducting thorough analysis of Nexthink data and presenting actionable insights
- Meeting Service Level Objectives (SLOs) and escalating issues promptly
- Maintaining communication cadence through weekly, monthly, and quarterly meetings
- Coordinating with cross-functional teams (Sales, Support, Partner Success) to align managed services activities
- Increasing Nexthink's footprint across customer functions and enhancing product stickiness for renewal and upsells
- Staying informed about product development and releases to maximize value delivery
This is a combination of technical and business skills, requiring the ability to assess technical requests, engage meaningfully with customers on their objectives, and map requirements to Nexthink's product features and packages.
Requirements:
- Bachelor's degree in Computer Science or Computer Engineering (preferred)
- 15–25 years of experience in technical consulting, analytics, and automation
- Consulting-based approach in previous roles with strong project management skills
- Knowledge of Nexthink or competing products (advantageous)
- Flexibility to work UK/US shifts
- Analytical expertise: proficient in data analysis to identify pain points and opportunities, with commitment to actionable insights and automation
- Demonstrated experience in transformation projects (e.g., Windows 10, Office 365 migrations)
- Extensive technical knowledge of End User Computing (EUC) management
- Collaborative aptitude: skilled at working with dispersed teams including CTOs, product management, and support
- Deep understanding of IT operations
- Quick learner with ability to rapidly acquire knowledge of new technologies
- Customer-centric approach: proven ability to gather and manage customer feedback and propose practical solutions
- Excellent verbal and written communication skills
- Exceptional problem-solving skills for complex issues
- Adaptability to challenging environments and changing circumstances
- Passion for innovation and working in international, collaborative, fast-paced environments
- Excellent knowledge of Microsoft Windows, Office 365, web browsers, and standard EUC applications
Preferred qualifications:
- Nexthink certified professional or previous experience with Nexthink or similar Digital Employee Experience (DEM) tools
- Practical knowledge of Windows, Office 365, and overall EUC insights
- Understanding of SQL, XML, PowerShell, Power BI
- Practical experience with data integration methods and technologies in IT systems, enterprise infrastructure management, application development, managed IT services, security, or analytics
- Project Management certifications (ITIL, PMP)
