Director, Service Delivery Management

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The Director, Service Delivery is a leadership role, responsible for supporting and providing guidance to a team of regional / country of Service Delivery Managers or Specialists.

This role sets the strategy and direction for the regional/country team and also ensures their team has the necessary tools and resources to successfully fulfil their roles on a day-to-day basis.

Depending on regional requirements, this role may also work directly with the client fulfilling the role and responsibilities of a Service Delivery Specialist. In such circumstances, this role is a chargeable service in the Uptime Proactive Support Service (PSS) option.

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

Key responsibilities:

• Builds and maintains strong, long-term relationships with key strategic clients, understanding their business needs, expectations, and strategic objectives to ensure the delivery of contracted services.
• Provides strategic leadership and direction to service delivery management teams.
• Ensures consistency in service delivery quality, standards, and performance within client and monitors and maintain service level agreements (SLAs).
• Maintains a high level of client satisfaction by consistently meeting or exceeding client expectations.
• Actively addresses client concerns and ensure prompt issue resolution.
• Develops and executes a service delivery strategy aligned with organization's overall business objectives.
• Contributes to defining service levels, standards, and performance metrics across strategic client accounts.
• Continuously optimizes service delivery processes and workflows to enhance operational efficiency and identified opportunities for automation and process improvement.
• Effectively manages resource allocation, including staffing, technology, and infrastructure, to meet client demands and service level commitments.
• Establishes and monitors key performance indicators (KPIs) to assess the effectiveness and efficiency of service delivery operations.
• Implements performance improvement initiatives as needed.
• Fosters a culture of continuous improvement within the service delivery management team(s), encouraging innovation and the adoption of best practices.
• Identifies, assesses, and mitigates risks related to service delivery, including security, compliance, and operational risks, while ensuring data privacy and protection.
• Collaborates with cross functional teams to identify opportunities for upselling and expanding services to existing strategic clients.
• Ensures that service delivery operations adhere to industry standards, regulatory requirements, and best practices in IT service management (ITSM).

To thrive in this role, you need to have:

• Strategic mindset with the ability to coach and lead a service delivery team.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Significant ability in business impact analysis and identifying & driving continuous process improvement.
• Excellent data analysis and presentation skills.
• Excellent written and verbal communication skills.
• Excellent 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.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Works on issues where analysis of situations or data requires conceptual thinking and a significant knowledge of organizational objectives.
• Ability to interact with senior management, executives, and/or major clients which frequently involves negotiating matters of significance.
• 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:

• Significant demonstrated years of experience in leading, directing and managing service delivery / operational units and/ or related function in a large ICT organization, preferably IT service provider.
• Significant experience in delivering business strategy via IT services and understanding the IT service lifecycle.
• Significant experience in managing Senior/Executive level client relationships, understanding client needs, and ensuring client satisfaction.

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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