Service Delivery Manager

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

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 800+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.

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, life insurance, long-term disability, and accidental death/personal loss coverage. 

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.