Service Delivery Manager
Offer summary
Qualifications:
5+ years of experience in IT systems management, preferably at an MSP., 5+ years of experience managing client relationships., Good problem-solving and analytical skills with attention to detail., Excellent knowledge of Excel, PowerPoint, and Word; certifications like MCSA, MCSE, CCNA, or PMP are a plus..Key responsibilities:
- Ensure a seamless client experience by coordinating communication across NexusTek teams.
- Manage client accounts through effective meetings and reporting, including Quarterly Business Reviews.
- Support sales and operational teams in understanding client needs and objectives.
- Engage in project management from SOW creation to implementation and ongoing support.
Job description
NexusTek is anchored by a long-established core business that delivers unparalleled managed IT services to a wide range of clients. We are embarking on a new chapter, expanding our offerings with three strategic initiatives: Professional and managed services for hybrid cloud, cybersecurity, generative AI, and data. Our ambition is to cultivate a premier service organization recognized nationally for its leadership in these areas.
Our mission is to take away technology headaches allowing our clients to focus on their core business.
Working hours
Monday – Friday 8:00 am - 5:00 pm local time
Occasional afterhours based on client need
Location requirements
Open to remote, United States
Limited travel may be required
Why this job is exciting
Feeling stagnated in your current role? You won’t at NexusTek - no two days are alike in the MSP world! This is a fast-paced customer-centered position. You will be responsible for ensuring the client experience remains seamless by offering technical and professional services as well as anticipating and resolving client issues.
Who you are
A self-motivated Service Delivery Manager who enjoys detailed and varied work. You enjoy leading the client communication efforts by being the primary point of contact for the customer across Nexustek teams. You are a skilled communicator on all levels providing insights and recommendations to improve our clients’ technology objectives.
You know how to:
- Ensure the client experiences a consistent and seamless engagement across all NexusTek teams
- Coordinate timely and effective meetings to manage all aspects of the client’s account including Quarterly Business Reviews, periodic infrastructure and security assessments, project health and status, incident service request, change request and problem management tasks, hardware orders
- Provide timely and accurate reporting that demonstrates Nexustek’s value to the client
- Support the sales account teams, technology consultants, and operational teams in understanding the client’s business and their business objectives
- Ensure all client documentation is up to date and accurate including resolving past due invoices and disputes
- Maintain awareness of the client’s needs and challenges by acting as an escalation point
- Collaboratively engage in project management from SOW creation to project planning, defining requirements, implementation, resource management and on-going support as needed
- Ensure a successful project outcome with the assigned project manager
- Strive for a Net Promoter Score (NPS) response of 9 or 10 and provide an environment in which reactive response surveys are > 98% satisfied with NexusTek’s response
Desired Qualifications:
- 5+ years of experience in IT systems management, preferably at an MSP
- 5+ years of experience managing client relationships
- Service Delivery experience with data center, cloud migration, or managed services a plus
- Good problem-solving and analytical skills
- Detail oriented and diligent - exceptional follow-up a must
- Entrepreneurial by nature with a strong sense of ownership
- Excellent knowledge of Excel, PowerPoint, Word etc.
- Executive presence – comfortable presenting to front line people as well as in the Board room
- Following certifications a plus : MCSA, MCSE, CCNA, CCNE, PMP. ITIL etc.
Pay and Benefits
This is a full-time position located in the United States and performed remotely with some travel.
Estimated Starting Salary/Wage Range: $110,000.00 - $120,000.00 annually, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role. Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)
In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following:
- Four weeks of annual accrued PTO
- Seven paid national holidays
- Medical, dental, vision options
- Company-paid life insurance, short and long-term disability
- Voluntary benefits such as critical illness and accident
- Voluntary Legal Shield and identity theft protection
- Discretionary annual 401k match plan
- Generous employee referral bonus plan
- Employee Assistance Program
- Access to over 90,000+ courses in ADP My Learning
- StandOut employee engagement tools
- Eligible to apply for a Pluralsight license
- Eligible to apply for NexusTek Technical Academy or Leadership Academy
We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.
Interview Process - Typical interview process for this role:
Application Stage - Thanks for showing interest!
- Submit your application
Screening Stage - Let's get to know each other!
- Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening
- 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you
Interview Stage – We’ll dive into your experience more in depth
- 1-hour interview with the Service Delivery Manager team (virtual)
- 1-hour interview with the Hiring Manager (virtual)
- References: 3 professional references with at least one being someone who directly managed you
- You are welcome to request additional conversations with team members you didn't get to meet during the process
NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws
NexusTek participates in E-Verify for all US Employees
Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team.
All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US
Rev. 2024.07.08
Required profile
Experience
Other Skills
- Problem Solving
- Communication
- Analytical Skills
- Teamwork
- Detail Oriented
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