Service Delivery Manager

Nexthink - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Service Delivery Manager at Nexthink plays a crucial role in enhancing digital employee experience management by providing effective monitoring solutions. This position involves collaborating with various teams to develop user stories, assess value, and prioritize tasks to align with product strategy. The manager will leverage their technical expertise in IT operations to design content packs and advise on workplace solutions, ensuring a proactive approach to IT service delivery.

Responsibilities

• Elaborate user stories based on personal experience and customer feedback.
• Assess value, develop business cases, and prioritize tasks to maximize product value.
• Design and author Nexthink content packs for Digital Experience Monitoring.
• Investigate new and existing IT areas for employee-centric monitoring.
• Advise R&D teams on self-help and self-healing workplace solutions.
• Participate in Agile processes including scrum meetings and sprint planning.
• Collaborate with Solutions Consulting and Customer Success teams during engagements.
• Define and implement proactive remediations for common IT problems.

Requirements

• 5+ years as IT Service Delivery Manager or in a senior IT Operations role.
• Experience in leading service improvement projects to enhance service quality and reduce costs.
• Understanding of Windows and Mac operating systems and related technology stacks.
• Knowledge of cloud computing and popular applications like Azure and Office 365.
• Full technical understanding of networking principles and standards.
• Outstanding communication and teamwork skills.
• Ability to drive complex projects with minimal oversight.
• Demonstrated ability to collect user feedback and understand customer pain points.
• Professional-level English proficiency, both spoken and written.

Nice-to-haves

• Experience in designing and reviewing technical documentation for IT departments and end users.
• Enthusiasm for working in an international and fast-paced environment.

Benefits

• Flexible Hours and unlimited vacation (unlimited paid time off plus 15 days of holidays).
• Hybrid work model balancing office and remote work.
• Free access to professional training platforms.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 401(k) plan with up to 4% company matching contributions.
• Bonuses for referring successful hires after three months of continuous employment.