SERVICE DELIVERY MANAGER

The Service Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts.They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery for more than one NTT Data Business Unit and are often complex by nature and are typical across multiple sites or for multiple NTT Data service offerings.Key Roles and Responsibilities:Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contractsWork closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options and assist with the decision to select the most appropriate vendor/supplierEngage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performanceDevelop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happensReview all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the clientContribute to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the clientCollaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level AgreementsDrive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level AgreementsNegotiates and resolves contractual issues, including failure to meet contractual obligationsPartner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilizedKnowledge, Skills, and Attributes:Ability to establish strong relationships with internal stakeholders and external clientsExcellent relationship-building skillsStrong ability in managing coordinated delivery of serviceExcellent written and verbal communication skillsStrong collaboration skillsAbility to work well in a pressurized environmentExcellent client centricityExcellent business acumen and commercial skillsHighly analytical with proven negotiation skillsPassionate, strong initiative, self-driven with a commitment to succeedAcademic Qualifications and Certifications:Demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experienceITIL certificationRequired Experience:Demonstrated client engagement experience at a senior levelDemonstrated experience in a Managed Services and/or Support Services environmentEnglish (B2)