Service Delivery Manager - Offshore

About the role

Service Delivery Manager – MSP (SDM) is the focal point of driving the overall technical services delivery to any MSP customer from Day 1 as the project goes live. SDM is introduced as the SPOC from Technical Services at the beginning of the new logo implementation through any of the packages available with Nexthink.

What you'll do

• Single Point of Contact (SPOC) for the Managed Service Provider (MSP) and their customer, overseeing all deliverables outlined in the Services contract
• Identify opportunities to increase automation of issues & leverage existing as well as custom created contents to deliver value to the customer’s / MSP business
• Organize and coordinate for regular governance calls with MSP as well as bi-monthly / quarterly business review meetings with a focus on getting things done
• Collaboratively plan the Customer Success Plan and strategy with the PSM, Sales team, PSC & SC regularly; ensure to update the CSP based on the customer’s priorities
• Lead and manage the PSC / PSCs assigned to specific projects, ensuring their tasks and goals align with the Customer's Success Plan (CSP)

What you need

• 8–10 yrs of experience
• Office 365
• Salesforce
• Customer success
• JIRA
• Ticketing tools
• Roadmapping
• B.Sc or B.Tech or B.E. or BCA

Good to have

• SQL
• Power BI
• ITIL
• PowerShell