To support Nexthink Manage Services, we are looking for a Service Delivery Manager (SDM) who can provide remote and onsite managed services activities to Nexthink strategic accounts in order to provide ongoing value to Nexthink customers on different areas of operations.
The focus of the Managed Services SDM is to continuously showing and delivering innovative value to executive / technical audiences by matching technical capabilities to business outcomes and working as a key player and single point of contact for Nexthink Manage relationship, the role is expected to work collaboratively with Sales, Professional Services & Customer Success teams.
The main responsibilities of the role are as follows :
Being a Single point of contact (SPOC) for named customers in your region
Act as a Technical owner for Nexthink solution inside customer?s environment
Manage customer ongoing and OnDemand activities across the contract execution
Being efficient in gathering customer?s requirements
Analysis customer needs, goals, strategic plans and constraint in order to advice the best possible use of Nexthink;
Provide actionable insights to customers and automation opportunities
Being part of customer?s internal process
Support customers? initiatives on Nexthink areas of operations;
Ability to build content based on customers? requirements and collaborate with specialized team for advanced content build
Provide new insights to integrate Nexthink with existing solutions and internal processes;
Discuss Nexthink positioning with customers? service owners;
Work against a set of Service Levels (SLs)
Identifying and delivering against agreed use cases so that Nexthink is successfully operationalized inside the client organization;
Preparing all client facing and internal deliverables;
Coordinate and communicate about all aspects of the Managed Services activities with other teams, such as Sales, Support and Customer Success;
Escalate internally and externally when required;
Stay current on product development / releases to a level required for the above activities;
This position requires 20% - 30% travel to headquarter and to customer locations if needed.
BA / BS preferred in computer science, computer engineering
Minimum of 5 years of experience in technical consulting, analytics & automation
History of data analysis and drive to actionable insights and automation
Experience over transformation projects (e.g. Win10, O365)
Extensive technical knowledge on end user computing
Someone who can collaborate to bring access to product and technical teams, to get the right solution delivered and drive feature innovation gathered from customer input
Good knowledge of IT operations in challenging environments
Ability to quickly learn new technologies in an unsupervised environment
Demonstrated ability to collect customer feedbacks, handle them and understand customer pain points, coming out with a solution to it
Excellent communication, customer facing and teamwork skills
Exceptional analytical skills; outstanding communication and social awareness
Enthusiasm for working in an international, collaborative and fast-paced environment and learning new technologies
Excellent knowledge of Microsoft Windows and Linux clients and its applications
Preferred : Practical knowledge of SQL, XML, windows PowerShell. Practical experiences in data integration
Relevant software industry experience in any of the following : IT systems, enterprise or infrastructure management, application development and management, security, and / or analytics.
This is an exceptional opportunity to join a fast-growing, successful and innovative company. Nexthink allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration.
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