Service Delivery Manager

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The Senior Associate Service Delivery Specialist is a developing subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for small to medium client contracts and is also 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 Associate Service Delivery Specialist may operate across multiple sites or Support Services offerings. This role 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 Associate Service Delivery Specialist role 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.

What you'll be doing

Key Responsibilities:

• Works as an Independent Contributor (IC) under the guidance of a manager and acts as the interface between the client and the organization.
• Performs client facing service activation activities and support GDC in service activation completion.
• Responsible for operations performance, including - Creating Service reports with accuracy and quality; Escalation management and Reporting; Meeting management with clients.
• Change Management - record changes to RoE, SoW, Asset Verification for Service First incidents.
• Track RMA returns, client follow up and delivery of assets.
• Completes vendor follow up for contract backout issues.
• Ensures Manage Centre activation.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Receives 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 etc.
• Interfaces with internal contract management teams to normalize and execute change orders
• Supports billing / invoicing inquiries and / or disputes.
• Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service.

Knowledge and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients.
• Developing ability in managing coordinated delivery of service.
• Good written and verbal communication skills.
• Displays an analytical mindset with good problem-solving skills and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Good client service orientation.
• Displays assertiveness in approach as well as persuasion and influencing abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Developing proficiency in project management, including planning, execution, monitoring, and project delivery.

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:

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

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.