Service Delivery Manager at Nexus Technologies LLC

United States

$100k - $120k

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   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 – comfortable presenting to front line people as well as in the Board room Licenses/Certifications * Required: ITIL 4 Foundation; AZ-104 (Azure Administrator Associate) or MS-102 (M365 Enterprise Administrator) —or actively working toward one of these. * Preferred / Nice to Have: CompTIA Security+ or CySA+; PMP or PMI-ACP; PSA platform certification (ConnectWise, Halo PSA, or Autotask); CMMC Registered Practitioner (RP)   Pay and Benefits  This is a full-time position located in the United States and performed remotely with some travel.      Estimated Starting Salary/Wage Range: $100,000.00 - $120,000.00 annually, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)        In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following:   * Four weeks of annual accrued PTO * Seven paid national holidays * Medical, dental, vision options * Company-paid life insurance, short and long-term disability * Voluntary benefits such as critical illness and accident * Voluntary Legal Shield and identity theft protection * Discretionary annual 401k match plan * Generous employee referral bonus plan * Employee Assistance Program * Access to over 90,000+ courses in ADP My Learning  * StandOut employee engagement tools * Eligible to apply for a Pluralsight license * Eligible to apply for NexusTek Technical Academy or Leadership Academy     We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.   We seek dedicated professionals who prioritize their role with us as their primary employment. Engagement in additional employment or business activities that may conflict with your responsibilities with NexusTek is not permitted.         Interview Process - Typical interview process for this role:     Application Stage - Thanks for showing interest!   Screening Stage - Let's get to know each other! * Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the20 minute introductory screening to learn more about you and why you want to work for NexusTek. * As part of our interview process, we use the Culture Index Survey—a brief, 5–10-minute assessment designed to help us understand your natural work preferences and behaviors. The survey consists of two sections: * Self-Description: Select adjectives that best describe you. * Job Requirements: Choose adjectives that reflect how you believe you need to behave to succeed in your current or desired role. * Prior to moving to the interview phase, you will be asked to complete the survey, or you can take beforehand here:https://go.cultureindex.com/p/CyFEF1RYjIB [https://go.cultureindex.com/p/CyFEF1RYjIB]   Interview Stage – We’ll dive into your experience more in depth * 1-hour interview with the Service Delivery Manager team (virtual) * 1-hour interview with the Hiring Manager (virtual) * References: 3 professional references with at least one being someone who directly managed you * You are welcome to request additional conversations with team members you didn't get to meet during the process        NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws        NexusTek participates in E-Verify for all US Employees        Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team.     All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page:  https://www.nexustek.com/nexustek-careers/ [https://www.nexustek.com/nexustek-careers/] or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US]