Director, Service Delivery Management

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

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

The Director of Service Delivery Management leads and scales the global SDM function within Nexthink's Professional Services organization. Overseeing a team of 25+ Service Delivery Managers, this role is accountable for the overall quality, consistency, and impact of Nexthink Accelerate delivery across the customer portfolio. The Director combines deep operational leadership with strategic contribution to the PS organization—ensuring the SDM team delivers measurable customer value, operates within agreed service levels, and continuously evolves its delivery model in line with Nexthink's growth. This role is reporting to VP Professional Services and managing global team of SDMs.

What You'll Do

• Lead, coach, and develop SDMs across multiple regions, fostering a high-performance delivery culture
• Set clear performance expectations, conduct regular 1:1s, and drive career development planning for all direct and indirect reports
• Define and evolve the SDM role framework, competency model, and onboarding standards
• Drive talent acquisition and retention strategies
• Own and manage critical customer escalations, acting as the senior point of accountability for service delivery issues
• Engage directly with senior customer stakeholders (C-level, VP) to resolve escalations, restore confidence, and identify recovery paths
• Establish and maintain strong relationships with key accounts, supporting SDMs in navigating complex customer environments
• Represent Nexthink PS in customer steering committees and governance forums when required
• Contribute actively to PS leadership planning cycles—including capacity modelling, margin improvement, and service portfolio evolution
• Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM team
• Ensure Nexthink Accelerate Service definition is up to date with market demands and evolve the service where needed
• Drive the adoption of scalable tooling, automation, and AI capabilities within delivery
• Collaborate with PS Automation/AI, Consulting Leads, and Engagement Managers to continuously improve delivery efficiency and outcomes
• Own the SDM team's KPI framework, reporting cadence, and operational dashboards
• Partner closely with Customer Success, Account Management, and Sales to align delivery with account success plans and commercial objectives
• Serve as the primary interface between the SDM function and PS leadership, translating field insights into strategic inputs
• Coordinate with Support, Product, and Engineering to resolve systemic issues impacting customer delivery
• Monitor and own the health of the SDM team's portfolio—proactively identifying delivery risks and intervening where needed
• Ensure consistent delivery of weekly, monthly, and quarterly reporting at both team and executive level
• Drive continuous improvement of request prioritization, queue management, and SLA adherence across the team
• Maintain a clear view of customer value realization across managed accounts and drive corrective action where needed

Qualifications

• BA/BS in Computer Science, Computer Engineering, or a related technical discipline
• 15+ years of experience in technical consulting, managed services, or IT service delivery — with at least 5 years in a people management role
• Demonstrated success leading and scaling teams of 15 or more in a SaaS or enterprise technology environment
• Strong track record of managing complex customer escalations and executive-level stakeholder relationships
• Experience with DEX (Digital Employee Experience) platforms, endpoint management, or ITSM tooling
• Deep understanding of IT operations, end-user computing, and digital experience management
• Experience contributing to PS or delivery strategy, including operational planning and margin management
• Excellent communication and executive presence — able to operate credibly across technical, business, and C-level audiences
• Analytical mindset with the ability to translate delivery data into actionable operational insights
• Demonstrated ability to operate effectively in a fast-paced, international, matrix environment

Preferred

• Familiarity with the Nexthink platform or comparable analytics and automation solutions
• Practical knowledge of SQL, PowerShell, XML, or data integration technologies
• Experience leading transformation programs (e.g. Windows 10/11, M365, cloud migrations)
• Relevant background in enterprise infrastructure management, application performance, and security operations

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

In addition, we offer:

• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• 📚 Free access to professional training platforms to explore your interests and enhance your skills.
• 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• 📣 Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.