Service Delivery Manager

We are seeking an experienced Service Delivery Manager who will be responsible for offering technical and professional services management, anticipating, and resolving client issues and communicating effectively and efficiently with client contacts and internal staff.

• Provide an excellent experience for Nexustek customers by being the primary operational face to the client. The SDM will strive for a Net Promoter Score (NPS) for supported clients exceeding 50 collectively and gaining a 9 or 10 on NPS surveys for each individual client. In addition, the SDM will provide an environment in which reactive response surveys are > 98% satisfied in our response.
• Maintain excellent written and verbal communication regarding all manner of services provided including recurring operations, projects and hardware orders.
• Act as the primary point of contact for the customer across Nexustek teams, and ensure the client experiences a consistent and seamless experience (the client should not experience silos of disconnected support from Nexustek). Lead the client communication efforts during incident management and change management response.
• Coordinate timely and effective meetings to manage all aspects of the clients account including Quarterly Business Reviews, periodic infrastructure and security assessments, project health and status, incident, service request, change request and problem management tasks.
• Provide timely and accurate reporting that demonstrates Nexustek’s value to the client.
• Support the sales account teams, technical coordinators and operational teams in understanding the client’s business and their business objectives. Ensure all client documentation is up to date and accurate. Assist with timely resolution of any invoicing disputes or past due invoices.
• Maintain awareness of the client’s needs and challenges. Identifies improvements to service that benefit the client’s business objectives. Act as an escalation point for client concerns.
• Responsible for full project management from SOW creation to project planning, defining requirements, implementation, resource management and on-going support as needed. If a professional services Project Manager is assigned, the SDM will coordinate client environment with the PM ensuring successful project outcomes.

• Bachelor’s Degree in Management or a technical discipline is preferred
• 5+ years client service/technical project management experience preferred
• Technical certifications a plus; MCSA, MCSE, CCNA, CCNE, PMP etc

• 5+ years of experience in IT systems management, preferably at an MSP
• 2+ years of experience managing client relationships
• Service Delivery experience with data center, cloud migration or managed services a plus.
• Excellent interpersonal and communication skills.
• Good problem-solving and analytical skills.
• Detail oriented and diligent. Exceptional follow-up a must.
• Entrepreneurial by nature with a strong sense of ownership. Limited travel may be required.
• Excellent knowledge of Excel, PowerPoint, Word etc computer applications.
• Executive presence – comfortable presenting to front line people as well as in the Board room.