Senior Service Delivery Manager

1 month ago

Hyderabad, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the clientâs business.

Generally has profit and loss responsibilities. Selects, develops and evaluates personnel to ensure the efficient operation of the function.

What you'll be doing

Key responsibilities

As a Service Delivery Manager for the Managed Threat Detection & Response (MDR) security service, the key responsibilities include:

  • Able to support security incidents and relationships at a variety of levels within NTT and the client organisation.
  • Performs service reviews in line with SDM deliverables providing reporting on areas such as security incidents and SLAâs.
  • Oversees diverse and complex customer support issues.
  • Acts as a designated single point of contact responsible for the quality of services delivered to the client.
  • Maintains consistently high levels of client satisfaction.
  • Assist on change management within the context of the support contracts.
  • Engages closely with the account team working towards achieving the overall business objectives.
  • Works effectively with other NTT business units, such as the cyber delivery centre (CDC).
  • Provides proactive advice and guidance to clients to help them fully utilize their contracted services and understand the value NTT provides.
  • Takes initiative for their own personal development.

Experience, Skills and Qualifications:

Proven Experience of:

  • Service Management experience gained in an IT environment.
  • A proactive approach to Service Delivery.
  • Demonstrable evidence of effective coordination of problem solving skills in complex support incidents.
  • Negotiation and conflict management skills.
  • Excellent relationship skills and an ability to build positive relationships with clients technical and business personnel.
  • Excellent communication skills in written and oral presentation material.
  • Experience of working with strategic customers.
  • Demonstrable experience of managing small direct and virtual teams.
  • Experience of Microsoft products would be desirable.
  • Preferably degree level education or significant experience and track record with tertiary qualifications would be acceptable.
  • Qualified to a minimum of ITIL Foundation.

Skills Summary

Account Management, Client Advocacy, Client Relationship Management, Contract Performance Management, Financial Acumen, People Management, Service Delivery Management, Service Improvement

What will make you a good fit for the role?

Remote Type


Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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