Senior Manager, Service Delivery Management

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The Senior Manager, Service Delivery is a senior management role, primarily responsible for managing one or more Service Delivery Specialists. This role ensures continuity in service and may also act as an advocate for the client within the organization.

This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

This role 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, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Senior Manager, Service Delivery is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. 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.

This is a senior people management role responsible for managing, coaching and mentoring Service Delivery Specialists, ensuring achievement of team KPIs.

Key responsibilities:

• Leads and coaches a team of regional Service Delivery Specialists.
• Provides support and guidance to Service Delivery Specialists.
• Provides subject matter expertise to the team where required.
• Collaborates with internal leadership / stakeholders to set the strategy and direction for the team of Service Delivery Specialists.
• Fulfils key role and responsibilities of that of a Service Delivery Specialist – depending on regional and / or country requirements.
• Collaborates with senior client stakeholders to monitor client satisfaction and identify service improvement plans to address with immediate service delivery team.
• Establishes relationships with the relevant teams within the organization whom the Service Delivery Specialists interact with on daily basis.
• Ensures team of Service Delivery Specialists have the required tools and resources to successfully service the client needs and requirements.
• Manages and coordinates the service delivery budget, compile reports and service delivery metrics.
• Observes the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies and policies.

To thrive in this role, you need to have:

• Extended management abilities.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Extended ability in managing coordinated delivery of service.
• Excellent written and verbal communication skills.
• Good at solving problems and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Excellent client service orientation.
• Assertive in approach and displays excellent persuasion and influence abilities.
• Highly analytical with proven negotiation skills.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Sets operational objectives, policies, procedures and work plans.
• Ability to reconciles multiple stakeholder views to drive business results.

Academic qualifications and certifications:

• Relevant bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Required experience:

• Extended demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
• Extended experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
• Extended experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
• Extended demonstrated years of experience managing and leading a service delivery team and / or related function.

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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