Service Delivery Manager

4 days ago

Hyderabad, Telangana, India NTT Full time

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.

Grow Your Career with NTT DATA

The Manager, Managed Services is a people management role responsible for ensuring the delivery of managed services to our clients within Region/Country or Managed Services Division. This role is responsible for ensuring the efficient operation, optimisation, and continuous improvement of managed services. This role will manage and deploy targeted managed services programmes to help accelerate sales, client engagement and service delivery. This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

What you'll be doing

Key Roles and Responsibilities:

  • Contributes to the financial performance of Managed Services within a Region/Country or Managed Services Division, including growth, delivery profitability and technology innovation
  • Oversees the execution of the specific, actionable, and measurable managed services goals across the team
  • Gives input on the delivery of the roadmap development of managed services service/product offers to be taken to market
  • Gives input on the managed services service/product value propositions ensuring that it is easily understood
  • Works with senior management to create strong interlocks between sales force teams and managed services delivery
  • Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of NTT clients
  • Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements
  • Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality
  • Participates in the development and execution of new delivery methodologies and ensures alignment to best practice
  • Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery
  • Contributes to service delivery excellence, identifying new business opportunities where applicable
  • Manages and mentors the team within remit to ensure achievement of team and individual objectives
  • Organises and presents seminars, work sessions and advanced workshops on relevant information technology aspects
  • Collaborates with vendors and partners to ensure seamless integration of third-party services within the managed services environment
  • Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery
  • Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements


Knowledge, Skills and Attributes:

  • In-depth knowledge of managed services concepts, IT service management (ITSM) practices, and industry best practices
  • Strong understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data centre and collaboration
  • Good client-facing and communication skills, with the ability to build and maintain strong client relationships
  • Good interpersonal and verbal and written communication skills
  • Good leadership qualities, including the ability to inspire and mentor a team
  • Excellent collaboration skills and are able to interact professionally
  • Ability to work in a team environment and contribute to their success
  • Ability to facilitate presentation of technical and complex matters to a diverse audience
  • Ability to analyse data and produce reports on issues and recommend resolutions
  • Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge
  • Ability to coordinate team activities and operationally plan and manage deliverables
  • Solid attention to detail
  • Ability to multi-task, set priorities and meet deadlines
  • Familiarity with ITIL (Information Technology Infrastructure Library) practices is desirable
  • Ability to work collaboratively with cross-functional teams and stakeholders


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related
  • ITIL certification


Required Experience:

  • Advanced experience in managing an information technology services team, preferably within a global matrixed organisation
  • Advanced working experience in a large-scale organisation
  • Advanced demonstrated experience working with vendors and/or service providers
  • Advanced experience working in a team-oriented, collaborative environment
  • Advanced experience in a managed services role within an information technology services environment

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

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