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

Requirements

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
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

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
Long-term disability insurance
Accidental death/personal loss coverage
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
3 extra days for volunteering
Hybrid work model that balances office and remote work
Free access to professional training platforms
Up to 16 weeks of paid leave for birthing parents/primary caregivers
6 weeks for secondary caregivers
401(k) plan featuring up to 4% company matching contributions

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical consultingmanaged servicesIT service deliverypeople managementSaaSdigital experience managementIT operationsendpoint managementdata analysisKPI framework

Soft Skills

leadershipcoachingcommunicationrelationship buildinganalytical mindsetstrategic thinkingproblem-solvingperformance managementcollaborationexecutive presence