Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Senior Service Delivery Manager is an advanced subject matter expert, responsible for overseeing the end‑to‑end delivery of managed services contracts to the client. This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, medium to large complexity contracts and works closely with cross‑functional teams to ensure client expectations are met and exceeded. The Manager takes responsibility for service delivery and contract profitability for their assigned client contracts, which are often complex to highly complex by nature and typically span multiple sites and/or service offerings. Proactive client communication, project management, technical oversight, and problem‑solving are core aspects of the role.
Key responsibilities
* Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
* Act as the primary point of contact for client inquiries, escalations, and feedback.
* Understand client business needs and objectives to tailor required services accordingly.
* Deliver managed services that meet SLAs and quality standards.
* Collaborate with technical teams to resolve client issues and incidents promptly.
* Monitor and assess client satisfaction through feedback mechanisms.
* Take proactive measures to address client concerns and continuously improve service quality.
* Develop account plans and strategies to enhance client engagement and retention.
* Identify opportunities for upselling or cross‑selling additional services.
* Manage the implementation of new services, upgrades, and projects for clients.
* Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
* Ensure that service delivery aligns with contractual agreements and compliance requirements.
* Consult with legal to ensure all contract escalations are addressed with contract governance.
* Monitor and report on contract performance.
* Oversee financial aspects of client accounts, including budgeting and forecasting, when required.
* Manage billing and invoicing processes when required.
* Ensure client environments are stable, secure, and up to date.
* Stay informed about industry trends and emerging technologies to provide informed recommendations.
* Identify and mitigate risks associated with service delivery and client relationships.
* Develop contingency plans for potential disruptions.
* Maintain accurate records, client documentation, and incident reports.
* Provide regular reports on service performance and client satisfaction to internal and external stakeholders.
To thrive in this role, you need to have:
* Passion for service delivery and the ability to manage a coordinated delivery of service.
* Advanced analytical mindset, strong initiative, and a self‑driven commitment to succeed.
* Advanced understanding of managed services, including infrastructure, cloud, security, and support.
* Advanced proficiency in project management.
* Excellent communication, negotiation, and problem‑solving skills.
* Excellent client centricity and proven ability to manage client relationships and drive satisfaction.
* Advanced business and financial acumen for budgeting, forecasting, and billing.
* Advanced familiarity with ITIL or other IT service management frameworks.
* Ability to work under pressure while maintaining exceptional organizational skills and attention to detail.
* Collaboration skills for working with cross‑functional teams.
* Adaptability and a customer‑focused mindset.
Academic qualifications and certifications
* Bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field, or relevant experience.
* Relevant ITIL certification preferred.
* Relevant project management certification (e.g., PMP) preferred.
Required experience
* Advanced demonstrated experience in a managed services and/or support services environment.
* Advanced experience in managed services – service delivery and client management.
* Advanced experience in delivering managed services that meet SLAs and quality standards.
* Advanced experience aligning service delivery with contractual agreements and compliance requirements.
* Advanced experience monitoring contract performance.
* Advanced experience managing service delivery projects for clients.
* Advanced experience monitoring and assessing client satisfaction through feedback mechanisms.
* Advanced experience in proactive measures to address client concerns and continuously improve service quality.
Workplace type
On‑site Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We accelerate client success and positively impact 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 and 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.
#J-18808-Ljbffr