Regional Service Manager
2 weeks ago
Job Description
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 today’s ‘iNTTerconnected’ 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 world’s 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.
Want to be a part of our team?
The Senior Service Delivery Specialist is responsible for providing continuity in service and acts as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for large complex client contracts. They are 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.The Senior Service Delivery Specialist may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
The Senior Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are 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.
Working at NTT
Key Roles and Responsibilities:
Works as Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and NTT LtdPerforms client facing service activation activities and support GDC in service activation completionResponsible for operations performance, including -Service Improvement PlansEstablishes, monitors and reports Service Delivery ReportsEscalation management and ReportingMeeting management with clientsMajor Incidents - scrutinises adherence to process, recommends changes when SLA not met and work with larger delivery teamsChange Management – manages and owns all RoE ChangesService First - owns Service First asset verification and contract statusVendor Backout - manages backout issues with VendorWorks with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation. Update runbook regularly to reflect the necessary changes. The run book content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships)Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account ManagerProvides assurance regarding the compliance of, and lifecycle management for, all contracted ServicesReceives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etcInterfaces with NTT Ltd internal contract management teams to normalise and execute change ordersReviews new offers and service capabilities with the appropriate members of teamSupports billing / invoicing inquiries and / or disputesMonitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service
Knowledge, Skills and Attributes:
Academic Qualifications and Certifications:
Required Experience:
Skills Summary
Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)Workplace type:
Hybrid WorkingEqual Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – 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 – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – 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 – in a progressive ‘Connected Working’ 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 – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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