Service Delivery Manager - End-User Device Troubleshooting(m/w/x)

# LI-Hybrid ## Job Description At Nexthink, we empower our customers to enhance their digital employee experience by proactively identifying, troubleshooting, and solving issues impacting Windows and macOS devices. We’re seeking an experienced Service Delivery Manager to take on the role of Product Manager specialized in End-User Computing (EUC) to lead and expand our troubleshooting capabilities across the entire user journey—from data collection and issue visualization to automated remediation with Nexthink Act. **Your mission:** • Become Nexthink’s resident expert on end-user device troubleshooting, internally guiding product teams and externally advising customers. • Lead customer workshops and consultancy sessions, identifying new data insights and product enhancements to continuously improve troubleshooting effectiveness. • Define and drive the product strategy and roadmap, aligning cross-functional teams including Engineering, Product Marketing, Sales, Technical Services, and Senior Management. • Deeply understand customer needs, competitive landscape, and industry trends, ensuring this knowledge shapes product development and customer success. • Collaborate closely with agile teams, managing product operations such as backlog management, prioritization, documentation, release notes, and training sessions. ## Qualifications **​**Must-have: • 5+ years of experience in EUC technical support. • Proven track record in diagnosing, configuring, and troubleshooting Windows 11 and macOS operating systems. • Experience in project management or product management, specifically in EUC solutions. • Consulting experience with proven skills leading customer workshops and strategic sessions. • Entrepreneurial mindset, highly self-driven with excellent problem-solving capabilities. • Exceptional communication and presentation skills, able to effectively engage stakeholders across Engineering, Design, Executive Leadership, and Customers. • Professional-level proficiency in English (written and spoken). Technical Skills: • Proficiency with endpoint management solutions such as SCCM, Intune, Jamf. • Experience managing and troubleshooting software deployment, patch management, and application compatibility issues. • Solid networking knowledge (DNS, DHCP, VPN, Wi-Fi configuration). • Experience with security concepts (antivirus, malware remediation, encryption tools such as BitLocker or FileVault). • Ability to use advanced diagnostic and log analysis tools to rapidly pinpoint root causes. Join us at Nexthink, where your expertise will directly shape innovative products that transform digital employee experiences worldwide. ## Additional Information We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages. If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! **Check what we offer:** * 💼 Permanent Contract and a competitive compensation package (including stock options). * 📍 Very good location next to the Prilly-Malley train station. * 🏡 Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding. * 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days. * 🤸 Free access to a fitness centre inside the building. * 🚞 Reimbursement of the half-fare travel card for public transport. * 🧑‍🏫 Reimbursement up to 50% of the cost of French classes. * 🍉 Fresh fruit, cookies, and soft drinks as well. * 🤝 Regular company and team events like Voluntary Days, Pizza talks, Team Building activities, hosting Meetups at the office and more! * 📣 Bonuses for referring successful hires after three months of continuous employment. * 🚚 We offer a relocation package to people who are coming from another country. *Please note that not all the benefits listed above are available for temporary, contract, and internship roles. To ensure you have the most up-to-date information, we recommend checking with your Recruitment Partner.*