Job Description
Company Description Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. Job Description Compe The 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 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 Qualifications 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 Experience contributing to PS or delivery strategy, including operational planning and margin management Excellent communication and executive presence — able to operate credibly across technical, business, and C-level audiences Analytical mindset with the abili