Service Delivery Manager

NexusTek is anchored by a long-established core business that delivers unparalleled managed IT services to a wide range of clients. We are embarking on a new chapter, expanding our offerings with three strategic initiatives: Professional and managed services for hybrid cloud, cybersecurity, generative AI, and data. Our ambition is to cultivate a premier service organization recognized nationally for its leadership in these areas. 

Our mission is to take away technology headaches allowing our clients to focus on their core business.  

Working hours 

Monday – Friday 8:00 am - 5:00 pm local time 

Occasional afterhours based on client need 

Location requirements 

Open to remote, United States  

Limited travel may be required 

Why this job is exciting 

Feeling stagnated in your current role? You won’t at NexusTek - no two days are alike in the MSP world! This is a fast-paced customer-centered position. You will be responsible for ensuring the client experience remains seamless by offering technical and professional services as well as anticipating and resolving client issues. 

Who you are 

A self-motivated Service Delivery Manager who enjoys detailed and varied work. You enjoy leading the client communication efforts by being the primary point of contact for the customer across Nexustek teams. You are a skilled communicator on all levels providing insights and recommendations to improve our clients’ technology objectives.

You know how to:

• Ensure the client experiences a consistent and seamless engagement across all NexusTek teams
• Coordinate timely and effective meetings to manage all aspects of the client’s account including Quarterly Business Reviews, periodic infrastructure and security assessments, project health and status, incident service request, change request and problem management tasks, hardware orders
• Provide timely and accurate reporting that demonstrates Nexustek’s value to the client
• Support the sales account teams, technology consultants, and operational teams in understanding the client’s business and their business objectives  
• Ensure all client documentation is up to date and accurate including resolving past due invoices and disputes
• Maintain awareness of the client’s needs and challenges by acting as an escalation point 
• Collaboratively engage in project management from SOW creation to project planning, defining requirements, implementation, resource management and on-going support as needed
• Ensure a successful project outcome with the assigned project manager
• Strive for a Net Promoter Score (NPS) response of 9 or 10 and provide an environment in which reactive response surveys are > 98% satisfied with NexusTek’s response

Desired Qualifications:

• 5+ years of experience in IT systems management, preferably at an MSP 
• 5+ years of experience managing client relationships
• Service Delivery experience with data center, cloud migration, or managed services a plus
• Good problem-solving and analytical skills
• Detail oriented and diligent - exceptional follow-up a must
• Entrepreneurial by nature with a strong sense of ownership
• Excellent knowledge of Excel, PowerPoint, Word etc. 
• Executive presence – comfort