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. As the project enters the run phase, the SDM manages the delivery of scoped Managed Services (hereafter referred to as “Accelerate”) to Nexthink’s MSP Partner & their end customer. They play a pivotal role in supporting the MSP & their customer to realise value from the Nexthink platform. The SDM is supported by one or more Professional Services Consultants (PSC) as well as other support functions like Partner Success Manager, Product Managers, Product Support and more over, backend teams creating new content over the Nexthink platform. The objective of SDM is to ensure that Accelerate services are aligned with the customer success plan, and the value metrics being tracked for the customer, ensuring a continuous value delivery to the customer.
The role will coordinate the daily activities of the assigned PSCs, along with the other supporting Accelerate teams located globally and focus on the highest priorities and the biggest impact to the customer, while providing quality assurance, and delivering within the agreed service levels.
The role is a combination of technical and business skills; in which the candidate would work with the MSP & their customer right from doing DEX Management planning, document mutually agreeable success parameters, assigning BAU tasks to Accelerate PSCs and setting a governance to track the achievements of set goals & ultimately, document and present value achieved to the customer. The candidate should have the ability to assess technical requests, have meaningful discussions with customer on their objectives and map the same back to different product features / packages offered by Nexthink. SDM would be responsible to create and drive the Service Delivery Strategy for the customer and would work internal and external stakeholders across the customer and partner organizations.
Responsibilities
1. Single Point of Contact (SPOC) for the Managed Service Provider (MSP) and their customer, overseeing all deliverables outlined in the Services contract.
2. Participate actively in Customer Steering Group meetings, collaborating with the MSP to discuss Nexthink's role in the customer's Digital Experience (DEX) strategy, understand the partner / customer’s priorities and effectively, ensure timely and qualitative delivery of services.
3. Provide guidance to the PSC & MSP to drive the Business as Usual (BAU) operations. Recommend new business use cases and engage with the customer / MSP to increase adoption of Nexthink.
4. Analyze customer’s business needs & pain areas through regular connects, understanding of TCDs from Service Desk & various data seen from Nexthink. Identify opportunities to increase automation of issues & leverage existing as well as custom created contents to deliver value to the customer’s / MSP business.
5. Gain a deep understanding of the customer's business goals and objectives as outlined in the MSP contract, aligning Nexthink's deliverables with these objectives.
6. Comprehend the customer's DEX goals, strategic plans, pain points, and limitations to offer informed advice on leveraging Nexthink effectively.
7. Conduct thorough analysis of Nexthink data and present actionable insights to the customer. Create well documented presentations, capturing insights from data and provide recommendations.
8. 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, based on CSP and mutually agreed road-map.
9. 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.
10. Lead and manage the PSC / PSCs assigned to specific projects, ensuring their tasks and goals align with the Customer's Success Plan (CSP).
11. Identify and advocate for automation opportunities that bring value to the customer. Prioritize and request custom automation or report creation as needed, working backend with the other support teams of Accelerate.
12. Develop content tailored to customer requirements, collaborating with the Shared Services team for custom scripting, reports using external tools with Nexthink data, custom NQL queries.
13. Support customer initiatives related to Nexthink operations, including existing and upcoming projects. Encourage customer participation in Technical Previews of new features.
14. Organize regular product roadmap workshops to keep customers informed about new features and modules.
15. Meet Service Level Objectives (SLOs) and take prompt action, including internal escalations or partner notifications, in case of any impacts on SLO achievement.
16. Identify and fulfill agreed-upon use cases, consistently delivering results quarter after quarter.
17. Validate any new service / content requirements from the partner and raise the records in JIRA ticketing system. Assign tasks to self or PSC, post validation.
18. Establish and maintain a regular communication cadence with the MSP and customer through weekly, monthly, and quarterly meetings, ensuring that progress is tracked by PSCs.
19. Maintain updated Action Trackers & other relevant documents on OneDrive, including customer related insights and roadmap discussions. Update Salesforce records as required.
20. Prepare all customer-facing and internal deliverables, ensuring they meet high-quality standards.
21. Coordinate and communicate with cross-functional teams, including Sales, Support, and Partner Success, to align Managed Services activities.
22. Increase the footprint of Nexthink across different functions of the customer, within IT as well as non-IT related usage. Enhance stickiness of Nexthink to ensure smooth renewal and possible product upsells.
23. Escalate issues internally and externally when necessary to ensure prompt resolution. Follow-up with Product Support or relevant resolver groups to ensure timely resolution of issues raised. Raise RED FLAGS to alert in case of any deviations.
24. Stay informed about product development and releases at a level necessary to fulfill the above responsibilities, and inspire PSCs to innovate continuously to maximize Nexthink's value.
