Director, Global Service Delivery (Hybrid)

Nexthink; Boston (MA); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Flexible Hours

Unlimited vacation

Professional training access

Paid leave for caregivers

401(k) with company matching

Employee referral bonuses

Job summary

A leading digital experience management firm seeks a Director of Service Delivery Management in Boston to oversee a global team of Service Delivery Managers. This role combines operational leadership with strategic contributions to enhance service delivery across the customer portfolio. Candidates should have over 15 years of experience in IT service delivery, strong people management skills, and the ability to manage complex customer escalations. A hybrid work model and generous benefits package are offered.

Qualifications

• 15+ years of experience in technical consulting, managed services, or IT service delivery.
• At least 5 years in a people management role overseeing large teams.
• Experience with customer escalations and executive-level relationships.

Responsibilities

• Lead and develop a global team of Service Delivery Managers.
• Set performance expectations and conduct regular 1:1s.
• Drive talent acquisition and manage customer escalations.

Skills

Technical consulting

Managed services

People management

Digital Employee Experience

IT service delivery

Analytical mindset

Communication

Stakeholder management

Education

BA/BS in Computer Science or related discipline

Tools

SQL

PowerShell

XML

Job description

A leading digital experience management firm seeks a Director of Service Delivery Management in Boston to oversee a global team of Service Delivery Managers. This role combines operational leadership with strategic contributions to enhance service delivery across the customer portfolio. Candidates should have over 15 years of experience in IT service delivery, strong people management skills, and the ability to manage complex customer escalations. A hybrid work model and generous benefits package are offered.