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: 3 Ensure the client experiences a consistent and seamless engagement across all NexusTek teams7 3 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 orders7 3 Provide timely and accurate reporting that demonstrates Nexustek's value to the client7 3 Support the sales account teams, technology consultants, and operational teams in understanding the client's business and their business objectives 7 3 Ensure all client documentation is up to date and accurate including resolving past due invoices and disputes7 3 Maintain awareness of the client's needs and challenges by acting as an escalation point 7 3 Collaboratively engage in project management from SOW creation to project planning, defining requirements, implementation, resource management and on-going support as needed7 3 Ensure a successful project outcome with the assigned project manager7 3 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 response7 Desired Qualifications 3 5+ years of experience in IT systems management, preferably at an MSP 7 3 5+ years of experience managing client relationships 3 Service Delivery experience with data center, cloud migration, or managed services a plus 3 Good problem-solving and analytical skills 3 Detail oriented and diligent- exceptional follow-up a must 3 Entrepreneurial by nature with a strong sense of ownership 3 Excellent knowledge of Excel, PowerPoint, Word etc. 3 Executive presence - comfortable presenting to front line people as well as in the Board room Licenses/Certifications 3 Required: ITIL 4 Foundation; AZ-104 (Azure Administrator Associate) or MS-102 (M365 Enterprise Administrator) -or actively working toward one of these. 3 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: 3 Four weeks of annual accrued PTO7 3 Seven paid national holidays7 3 Medical, dental, vision options 3 Company-paid life insurance, short and long-term disability7 3 Voluntary benefits such as critical illness and accident7 3 Voluntary Legal Shield and identity theft protection7 3 Discretionary annual 401k match plan7 3 Generous employee referral bonus plan7 3 Employee Assistance Program7 3 Access to over 90,000+ courses in ADP My Learning 7 3 StandOut employee engagement tools7 3 Eligible to apply for a Pluralsight license7 3 Eligible to apply for NexusTek Technical Academy or Leadership Academy 7 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! 3 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. 3 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: 3 Self-Description: Select adjectives that best describe you. 3 Job Requirements: Choose adjectives that reflect how you believe you need to behave to succeed in your current or desired role. 3 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 Interview Stage - We'll dive into your experience more in depth 3 1-hour interview with the Service Delivery Manager team (virtual) 3 1-hour interview with the Hiring Manager (virtual) 3 References: 3 professional references with at least one being someone who directly managed you 3 You are welcome to request additional conversations with team members you didn't get to meet during the process