Director, Service Delivery Management job opportunity at Nexthink.

Home Jobs In United States Tag: Service Delivery Management Director, Service Delivery Management position at Nexthink


Date2026-03-27T19:55:02.299Z bot
Nexthink Director, Service Delivery Management
Experience: General
Pattern: Full-time
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Service Delivery Management

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loacation Boston, Massachusetts, United States
loacation Boston, Massac..........United States
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Job Description*CompeThe 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 cultureSet clear performance expectations, conduct regular 1:1s, and drive career development planning for all direct and indirect reportsDefine and evolve the SDM role framework, competency model, and onboarding standardsDrive talent acquisition and retention strategiesOwn and manage critical customer escalations, acting as the senior point of accountability for service delivery issuesEngage directly with senior customer stakeholders (C-level, VP) to resolve escalations, restore confidence, and identify recovery pathsEstablish and maintain strong relationships with key accounts, supporting SDMs in navigating complex customer environmentsRepresent Nexthink PS in customer steering committees and governance forums when requiredContribute actively to PS leadership planning cycles — including capacity modelling, margin improvement, and service portfolio evolutionDefine and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM teamEnsure Nexthink Accelerate Service definition is up to date with market demands and evolve the service where neededDrive the adoption of scalable tooling, automation, and AI capabilities within deliveryCollaborate with PS Automation/AI, Consulting Leads, and Engagement Managers to continuously improve delivery efficiency and outcomesOwn the SDM team's KPI framework, reporting cadence, and operational dashboardsPartner closely with Customer Success, Account Management, and Sales to align delivery with account success plans and commercial objectivesServe as the primary interface between the SDM function and PS leadership, translating field insights into strategic inputsCoordinate with Support, Product, and Engineering to resolve systemic issues impacting customer deliveryMonitor and own the health of the SDM team's portfolio — proactively identifying delivery risks and intervening where neededEnsure consistent delivery of weekly, monthly, and quarterly reporting at both team and executive levelDrive continuous improvement of request prioritization, queue management, and SLA adherence across the teamMaintain a clear view of customer value realization across managed accounts and drive corrective action where needed

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