Service Delivery Manager - End-User Device Troubleshooting

At Nexthink, we empower our customers to enhance their digital employee experience by proactively identifying, troubleshooting, and solving issues impacting Windows and macOS devices. We’re seeking an experienced Service Delivery Manager to take on the role of Product Manager specialized in End-User Computing (EUC) to lead and expand our troubleshooting capabilities across the entire user journey—from data collection and issue visualization to automated remediation with Nexthink Act.

Your mission :

1. Become Nexthink’s resident expert on end-user device troubleshooting, guiding product teams internally and advising customers externally.
2. Lead customer workshops and consultancy sessions, identifying new data insights and product enhancements to improve troubleshooting effectiveness.
3. Define and drive the product strategy and roadmap, aligning cross-functional teams including Engineering, Product Marketing, Sales, Technical Services, and Senior Management.
4. Deeply understand customer needs, the competitive landscape, and industry trends to shape product development and customer success.
5. Collaborate closely with agile teams, managing product operations such as backlog management, prioritization, documentation, release notes, and training sessions.

Qualifications

Must-have :

• 10+ years of experience in EUC technical support.
• Proven track record in diagnosing, configuring, and troubleshooting Windows 11 and macOS operating systems.
• Experience in project management or product management within EUC solutions.
• Consulting experience with skills in leading customer workshops and strategic sessions.
• Entrepreneurial mindset, highly self-driven with excellent problem-solving capabilities.
• Exceptional communication and presentation skills, effectively engaging stakeholders across Engineering, Design, Executive Leadership, and Customers.
• Professional-level proficiency in English (written and spoken).

Technical Skills :

• Proficiency with endpoint management solutions such as SCCM, Intune, Jamf.
• Experience managing and troubleshooting software deployment, patch management, and application compatibility issues.
• Solid networking knowledge (DNS, DHCP, VPN, Wi-Fi configuration).
• Experience with security concepts (antivirus, malware remediation, encryption tools like BitLocker or FileVault).
• Ability to use advanced diagnostic and log analysis tools to rapidly pinpoint root causes.

Join us at Nexthink, where your expertise will directly shape innovative products that transform digital employee experiences worldwide.