Job Description
Job Description
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.
- Continuous Improvement Mindset: Commitment to identifying opportunities for efficiency, cost reduction, and innovation, with a focus on root cause analysis, problem management, and adopting new technologies in service delivery.
Education & Certification:
A relevant combination of education and experience (Bachelor’s degree preferred), plus certifications such as ITIL 4.0 Foundations and public cloud credentials (Azure, AWS, GCP) are highly desirable.
Pay and Benefits:
This is a full-time position located in NYC performed remotely as well as on-site with some travel.
Estimated Starting Salary Range: $130,000 - $170,000 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 by submitting your application!
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 the 20 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://surveys.cultureindex.com/s/UFfhWqnV5S/68963
Interview Stage - We’ll dive into your experience more in depth
- One-hour virtual Interview with hiring manager
- Additional interviews – pending cadence – To be added.
- References – 3 professional references at least one direct supervisor
- 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/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment…
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