Sr Manager, Service Delivery Operations

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 

8am – 5pm Eastern Time, afterhours and weekends as needed to accommodate clients.   

Location requirements 

New York City, NY (within commuting distance Mid-town Manhattan) 

 
Travel 

2-3 days per week in the office (Manhattan) along with some local travel mainly within the Tri-state area.  

Why this job is exciting 

The Sr. Manager, Service Delivery Operations role offers an exciting opportunity to lead high-performing teams while driving operational excellence and innovation in IT managed services. You'll serve as an executive sponsor for major accounts, owning client relationships and revenue goals while championing a client-first culture that delivers exceptional value. This strategic leadership position allows you to directly impact business growth through continuous improvement initiatives, talent development, and cross-departmental collaboration—all while staying at the forefront of emerging technology trends. 

Who you are 

You are a strategic leader with exceptional business acumen who excels at building high-performing teams while driving operational excellence and financial growth in IT managed services. You possess the rare combination of technical aptitude, executive presence, and client relationship skills needed to serve as an executive sponsor for major accounts while ensuring consistent delivery of exceptional service experiences. Your collaborative approach and continuous improvement mindset enable you to develop innovative solutions that align with business objectives while fostering an inclusive culture of accountability, professional development, and client-first service delivery. 

You know how to:  

• Proven Leadership & Team Development: Demonstrated ability to recruit, lead, motivate, and develop high-performing service operations teams, fostering an inclusive, high-performance culture aligned with company values.
• Strategic Business & Financial Acumen: Strong experience in owning regional revenue/profitability goals, maintaining cost controls, driving margin improvement, and providing strategic input to grow the business and increase market share.
• Client Relationship Mastery: Track record of owning and strengthening key client relationships, serving as an executive sponsor for major accounts, and ensuring every interaction reflects professionalism and a commitment to delivering exceptional client value.
• Operational Excellence: Expertise in overseeing day-to-day service delivery, achieving core metrics (SLAs, KPIs, CSAT, NPS), and continuously optimizing processes, best practices, and service catalogs for maximum efficiency and quality.
• Project & Program Management: Experience leading key projects, managing performance reporting, and driving service improvement initiatives that align with business objectives and emerging technology trends.
• Collaboration & Cross-Functional Leadership: Ability to collaborate effectively with senior leadership and across departments to integrate services, ensure seamless client experiences, and drive business growth through innovation.
• Technical Aptitude & Service Management: Solid understanding of IT service management frameworks (e.g., ITIL), cloud platforms (Azure, AWS, GCP), and the ability to troubleshoot complex technical and operational issues for clients.
• Communication & Executive Presence: Outstanding communication, interpersonal, and presentation skills, with the ability to engage clients in a consultative manner and represent the company with executive presence.