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The Service Delivery Manager is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for complex contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Service Delivery Manager involves proactive client communication, project management, technical oversight, and problem-solving. Key responsibilities:
* Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
* Acts as the primary point of contact for client inquiries, escalations, and feedback.
* Understands client business needs and objectives to tailor required services accordingly.
* Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
* Collaborates with technical teams to resolve client issues and incidents promptly.
* Monitors and assesses client satisfaction regularly through feedback mechanisms.
* Takes proactive measures to address client concerns and continuously improve service quality.
* Develops account plans and strategies to enhance client engagement and retention.
* Identifies opportunities for upselling or cross-selling additional services.
* Manages the implementation of new services, upgrades, and projects for clients.
* Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
* Ensures that service delivery aligns with contractual agreements and compliance requirements.
* Consults with legal team to ensure that all contract escalations are addressed with contract governance.
* Monitors and reports on contract performance.
* May oversee financial aspects of client accounts, including budgeting and forecasting.
* May manage billing and invoicing processes.
* Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
* Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
* Identifies and mitigates risks associated with service delivery and client relationships.
* Develops contingency plans for potential disruptions.
* Maintains accurate records, client documentation, and incident reports.
* Provides regular reports on service performance and client satisfaction to internal and external stakeholders.
Knowledge, Skills and Attributes:
* Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
* Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
* Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
* Seasoned proficiency in project management.
* Excellent communication, negotiation, and problem-solving skills.
* Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
* Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
* Seasoned familiarity with ITIL or other IT service management frameworks.
* Ability to work under pressure and has exceptional organizational skills and attention to detail
* Ability to work collaboratively with cross-functional teams.
* Adaptability and a customer-focused mindset.
Academic qualifications and certifications:
* Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
* Relevant ITIL certification preferred.
* Relevant project management certification (for example, PMP) is preferred.
* English: Fluent (Mandatory).
Required experience:
* Seasoned demonstrated experience in a managed services and/or support services environment.
* Seasoned demonstrated experience in managed services - service delivery and client management.
* Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
* Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
* Seasoned demonstrated experience in monitoring contract performance.
* Seasoned demonstrated experience in managing service delivery projects for clients.
* Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
* Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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. Join our growing global team and accelerate your career with us. Apply today.
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