Senior Service Delivery Manager – NTT DATA, Inc.
Oversee end-to-end delivery of managed services contracts, drive client satisfaction, and ensure contract profitability for highly complex engagements across multiple sites.
Key Responsibilities
* Maintain client satisfaction by delivering services according to agreed SLAs and service definitions.
* Serve as the primary point of contact for client inquiries, escalations, and feedback.
* Understand client business needs and tailor services to meet objectives.
* Collaborate with technical teams to resolve incidents promptly.
* Monitor and assess client satisfaction through regular feedback mechanisms.
* Initiate proactive measures to address concerns and continuously improve service quality.
* Develop account plans and strategies to enhance engagement and retention.
* Identify opportunities for upselling or cross‑selling additional services.
* Oversee implementation of new services, upgrades, and projects.
* Coordinate project timelines, resources, and deliverables for successful outcomes.
* Ensure service delivery aligns with contractual agreements and compliance requirements.
* Consult with legal to address contract escalations under governance.
* Monitor and report on contract performance.
* Manage financial aspects of client accounts, including budgeting, forecasting, and billing.
* Ensure client environments remain stable, secure, and updated.
* Stay informed about industry trends and emerging technologies to recommend improvements.
* Mitigate risks associated with service delivery and client relationships.
* Develop contingency plans for potential disruptions.
* Maintain accurate records, documentation, and incident reports.
* Provide regular reports on service performance and client satisfaction to stakeholders.
Qualifications
* Passionate about service delivery with strong coordination skills.
* Advanced analytical mindset, self‑driven, and committed to success.
* Deep understanding of managed services: infrastructure, cloud, security, and support.
* Proficient in project management.
* Excellent communication, negotiation, and problem‑solving skills.
* Client‑centric with proven ability to manage relationships and drive satisfaction.
* Business acumen and financial knowledge for budgeting, forecasting, and billing.
* Familiarity with ITIL or other IT service management frameworks.
* Ability to work under pressure with exceptional organization and attention to detail.
* Collaborative mindset for cross‑functional teamwork.
* Adaptability and customer‑focused attitude.
Academic Qualifications & Certifications
* Bachelor’s degree or equivalent in Information Technology, Business, or related field.
* Relevant ITIL certification preferred.
* Relevant project management certification (e.g., PMP) preferred.
Required Experience
* Extensive experience in managed services and/or support services.
* Proven service delivery and client management in managed services.
* Track record of meeting SLAs and quality standards.
* Experience aligning service delivery with contractual agreements and compliance.
* Capability to monitor contract performance.
* Experience managing service delivery projects for clients.
* Hands‑on experience with client satisfaction feedback mechanisms.
* Demonstrated proactive improvement of service quality.
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. The company accelerates client success and positively impacts society through responsible innovation, AI, cloud, security, connectivity, data centers, and application services.
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.
Fraud Warning
NTT DATA recruiters will never ask for payment or banking information. All official communications will come from an @nttdata.com email address. If you suspect fraud, contact us.
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