Service Delivery Manager – NTT DATA, Inc.
Location: Remote – candidates can be based anywhere in Spain.
We’re looking for a seasoned Service Delivery Manager to oversee the end‑to‑end delivery of managed services contracts, ensuring client satisfaction, contract profitability and service quality for our diverse client base. The role involves proactive client communication, project management, technical oversight and problem‑solving.
Key Responsibilities
* Ensure client satisfaction by delivering services according to agreed definitions and SLAs.
* Act as primary point of contact for client inquiries, escalations and feedback.
* Understand client business needs to tailor required services.
* Deliver managed services while meeting SLAs and quality standards.
* Collaborate with technical teams to resolve incidents promptly.
* Monitor and assess client satisfaction regularly through feedback mechanisms.
* Take proactive measures to address concerns and continuously improve service quality.
* Develop account plans and strategies to enhance engagement and retention.
* Identify opportunities for upselling or cross‑selling additional services.
* Oversee implementation of new services, upgrades and projects.
* Coordinate project timelines, resources and deliverables.
* Ensure service delivery aligns with contractual agreements and compliance requirements.
* Consult with legal to address contract escalations under governance.
* Monitor and report on contract performance.
* Oversee financial aspects of client accounts, including budgeting, forecasting and, when applicable, billing and invoicing.
* Ensure client environments are stable, secure and up to date.
* Stay informed about industry trends and emerging technologies to provide informed recommendations.
* Identify and mitigate risks associated with delivery and relationships.
* Develop contingency plans for potential disruptions.
* Maintain accurate records, documentation and incident reports.
* Provide regular reports on service performance and client satisfaction.
Knowledge, Skills and Attributes
* Passionate about service delivery with strong coordination skills.
* Analytical mindset, strong initiative and self‑driven.
* Deep understanding of managed services – infrastructure, cloud, security and support.
* Proficiency in project management.
* Excellent communication, negotiation and problem‑solving skills.
* Client‑centric mindset with proven ability to manage relationships and drive satisfaction.
* Business and financial acumen for budgeting, forecasting and billing.
* Familiarity with ITIL or other IT service management frameworks.
* Exceptional organizational skills and attention to detail.
* Collaborative ability with cross‑functional teams.
* Adaptability and customer‑focused mindset.
Academic Qualifications and Certifications
* Bachelor’s degree or equivalent in Information Technology, Business or related field.
* Relevant ITIL certification preferred.
* Project management certification (e.g., PMP) preferred.
* Fluency in English (mandatory).
Required Experience
* Extensive experience in managed services and/or support services environments.
* Experience in service delivery and client management for managed services.
* Proven track record of delivering services meeting SLAs and quality standards.
* Experience aligning service delivery with contractual agreements and compliance.
* Experience monitoring contract performance.
* Experience managing service delivery projects.
* Experience assessing client satisfaction through feedback mechanisms.
* Experience implementing proactive measures to improve service quality.
Workplace Type
Full‑remote model; candidates may be based anywhere in Spain.
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader serving 75% of the Fortune Global 100. Our mission is to accelerate client success through responsible innovation, providing AI, cloud, security, connectivity, data centres and application services at enterprise scale. We are a Global Top Employer with experts in over 50 countries and partner ecosystems worldwide.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Apply today.
Fraud Alert
NTT DATA recruiters will never ask for payment or banking information during the recruitment process. All official communications come from an @nttdata.com email address. If you suspect fraudulent activity, contact us directly.
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