Senior Service Delivery Manager page is loaded Senior Service Delivery Manager Apply remote type Remote Working locations Barcelona, Spain time type Full time posted on Posted 2 Days Ago job requisition id R-132780 Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.Your day at NTT DATA
The Senior Service Delivery Manager is an advanced subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for large complex client contracts and is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts – which can be specific client accounts or a group of accounts.The Senior Service Delivery Manager may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedules, and runs all service management review meetings, and ensures all processes and documentation are in place.It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.To be considered for this recruitment process, you must be legally authorized to work and currently residing in Spain.Key Responsibilities :
To be owner of the service provided to the customer and its quality through the solution lifecycleDetect and implement capability needs and process adjustments within the customer dedicated technical teamMeasure and report customer satisfaction and manage capabilities and resources to improve this satisfactionKnow and understand the Customer Vital Business Functions and how NTT service assets underpin these functionsMake sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycleNTT Managed Services ExpertInterfacing with the customer at different organizational levels (from management to technical staff)Early detection of capacity and availability risks in conjunction with the technical teamKnowledge and Attributes :
ITIL based Service Management in a business-to-business service environmentWorking in line with Best Practice in complex environments and within tight time constraintsAbility to present to all levels of clients internally and externallySLA ManagementPrepare and present reports at customer-facing levelAbility to coordinate others and negotiate to achieve desired resultsManagement of effective and timely problem resolutionDrive and energy to achieve desired resultsProblem-solving, process-oriented and customer-mindedUnderstanding and managing customers’ expectationsAbility to adapt and influence in a rapidly changing environmentGood customer relationship managementExcellent prioritization and communication skillsAbility to develop and build relationshipsAbility to communicate clearly and listen attentivelyStrong interpersonal, communication, organization, and follow-through skillsProject Management knowledge is a plusAcademic Qualifications and Certifications :
Relevant bachelor’s degree or equivalent in IT or Business Administration or related fieldITIL Certification, such as ITIL Foundation or higherNice to have :
Certifications in ITSM tools, Public Cloud, Data Center, On-premise solutions, Middleware applications, Networks, etc.Languages :
English:
Fluent (Mandatory)Spanish:
Fluent (Mandatory)Required experience :
Advanced years of experience in service delivery and/or related in a medium to large ICT organization, preferably an IT service providerExperience in delivering IT services, managing IT projects, and understanding the IT service lifecycleExperience in managing client relationships and ensuring client satisfactionWorkplace type :
Remote WorkingEqual Opportunity EmployerNTT 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, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply todayAbout Us
Your career here is about believing in yourself and taking on great opportunities and new challenges. It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.J-18808-Ljbffr
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