Director, Service Delivery Management
Benefits
Unlimited PTO
11w maternity
4w paternity
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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 reports
- Drive talent acquisition and retention strategies
Delivery & Strategy:
- Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM team
- Drive the adoption of scalable tooling, automation, and AI capabilities within delivery
- Contribute actively to PS leadership planning cycles — including capacity modelling, margin improvement, and service portfolio evolution
Customer Relations:
- Engage directly with senior customer stakeholders (C-level, VP) to resolve escalations, restore confidence, and identify recovery paths
- Represent Nexthink PS in customer steering committees and governance forums when required
- Maintain a clear view of customer value realization across managed accounts and drive corrective action where needed
Nexthink
Nexthink is the leader in digital employee experience management software. They provide IT leaders with unprecedented insight, allowing them to see, diagnose, and fix issues at scale, impacting employees anywhere. The company has over 1,200 customers and 9 offices worldwide, dual headquartered in Lausanne, Switzerland and Boston, Massachusetts.