Service Delivery Executive, Asia Pacific

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Your day at NTT DATA

The role of Senior Manager, IT Client Service is responsible for the performance of service delivery for all corporate IT services provided to NTT Limited regions and service divisions. The role contributes to, and executes on strategic direction, leading a team of service delivery experts who provide a partnership approach in managing the delivery of IT services to the business.

The role works closely with relevant leadership teams to ensure the monitoring of operational performance and ensure business value is provided as part of Corporate IT services. As well as maintaining relationships within the Regional and Service Division to ensure services are delivered in line with partnership agreements and to continually drive adoption of our standardised processes and tools.

What you'll be doing

Key Roles and Responsibilities:

• Lead and manage a team of Service Delivery experts to manage the delivery governance and continual service improvement of Corporate IT into regions and service divisions.
• Maintain a holistic position across regions and service divisions to ensure full objectivity and impartiality whilst maintaining the Digital Office strategic direction for Corporate IT.
• Ensure that the standard EICS governance model is implemented and adhered to across regions and service divisions.
• Develop standardized frameworks, methodologies, tools, systems and reporting across regions and service divisions that is required to ensure successful governance the performance of Corporate IT Service Delivery.
• Develop and maintain digital real time reporting capabilities to ensure deep analytical and insights on operations to drive improvements.
• Work closely with delivery Operations and Service Management teams to ensure operational reports are delivered and analysed to provide feedback on trends, exceptions and insights
• Drive optimisation and lower the cost of services through Digitalization, optimization, and centralization to meet the cost saving targets.
• Drive and assist regions and service divisions to simplify, consolidate, modernize, and/or retire regional tier 2/3 platforms in line with Digital Blueprint.
• Ensure information and communication is effectively flowing into regions, service divisions and end users from our parts of the Digital Office.
• Act as a senior point of escalations for internal leadership teams, ensuring remediation and communication until resolution.
• Establish excellent working relationships with internal business stakeholders.

Knowledge, Skills and Attributes:

• Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organisational objectives
• Sets operational objectives, policies, procedures and work plans
• A good understanding of the vast range of IT operations and NTT service offerings
• Knowledge and understanding of IT industry environment and business needs
• Strong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders.
• Excellent business awareness and solid analytical skills.
• Sound financial management skills.
• Commercial acumen preferrable.
• Strong communication skills (verbal and written) coupled with good questioning skills
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations
• Exceptional problem-solving skills
• Ability to understand new issues quickly and make wise decisions
• Ability to work under pressure, plan personal workload effectively and delegate
• Good client relationship building and engagement skills
• Ability to persuade, negotiate and influence key stakeholders
• Good conceptual insight and ability to think strategically
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• Ability to manage urgent and complex tasks
• Strong project management skills

Academic Qualifications and Certifications:

• Relevant Bachelor's degree or equivalent
• ITIL Foundation V4 or higher
• SIAM – Service Integration and Management Foundation would be advantageous
• Problem Management methodology would be advantageous
• Project Management certification would be advantageous

Required Experience:

• Extended demonstrated experience gained within a similar position
• Extended demonstrated experience in IT service delivery management for large multinational
• Extended demonstrated experience leading and managing a team of service delivery specialists
• Extended demonstrated continuous service improvement experience
• Extended demonstrated client satisfaction experience is essential

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.