Service Delivery Manager

1 week ago


Mumbai, Maharashtra, India NTT DATA Full time

About this role:

This is a challenging opportunity for an experienced Service Delivery Manager to join NTT DATA, where you will be responsible for overseeing the end-to-end delivery of managed services to our clients. You will support the business and protect the company's reputation by taking responsibility for contract management for local, medium to large complexity contracts and work closely with cross-functional teams to ensure client expectations are met and exceeded.

Key Responsibilities:

  • Client Satisfaction: Ensure that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
  • Client Communication: Act as the primary point of contact for client inquiries, escalations, and feedback.
  • Business Understanding: Understand client business needs and objectives to tailor required services accordingly.
  • Service Delivery: Ensure the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Problem-Solving: Collaborate with technical teams to resolve client issues and incidents promptly.
  • Client Feedback: Monitor and assess client satisfaction regularly through feedback mechanisms.
  • Account Management: Develop account plans and strategies to enhance client engagement and retention.
  • Sales and Upselling: Identify opportunities for upselling or cross-selling additional services.
  • Project Management: Manage the implementation of new services, upgrades, and projects for clients.
  • Contract Management: Ensure that service delivery aligns with contractual agreements and compliance requirements.


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