Service Delivery Manager

1 week ago

Farnborough, United Kingdom NTT Full time

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 â itâs a place where you can grow, belong and thrive.

Your day at NTT DATA

The role of Managed Services Client Delivery Specialist is a seasoned role, responsible for overseeing the end-to-end delivery of managed services contract to the client. This role supports the business and protects the companyâs reputation by taking responsibility for contract management for local, small and low to medium complexity contracts. This role works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.

This role involves proactive client communication, project management, technical oversight, and problem-solving.

What you'll be doing

Key Roles and Responsibilities:

  • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs)
  • Acts as the primary point of contact for client inquiries, escalations, and feedback
  • Understands client business needs and objectives to tailor required services accordingly
  • Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
  • Collaborates with technical teams to resolve client issues and incidents promptly
  • Monitors and assesses client satisfaction regularly through feedback mechanisms
  • Takes proactive measures to address client concerns and continuously improve service quality
  • Develops account plans and strategies to enhance client engagement and retention
  • Identifies opportunities for upselling or cross-selling additional services
  • Manages the implementation of new services, upgrades, and projects for clients
  • Coordinates project timelines, resources, and deliverables to ensure successful outcomes
  • Ensures that service delivery aligns with contractual agreements and compliance requirements
  • Consults with legal team to ensure that all contract escalations are addressed with contract governance
  • Monitors and reports on contract performance
  • May oversee financial aspects of client accounts, including budgeting and forecasting
  • May manage billing and invoicing processes
  • Collaborates with technical teams to ensure that client environments are stable, secure, and up-to-date
  • Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
  • Identifies and mitigates risks associated with service delivery and client relationships
  • Develops contingency plans for potential disruptions
  • Maintains accurate records, client documentation, and incident reports
  • Provides regular reports on service performance and client satisfaction to internal and external stakeholders


Knowledge, Skills and Attributes:

  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
  • Uses evaluation, judgment, and interpretation to select right course of action
  • Passionate about service delivery with a strong ability to manage a coordinated delivery of service
  • Highly analytical mindset, strong initiative, self-driven with a commitment to succeed
  • Strong understanding of managed services, including infrastructure, cloud, security, and support
  • Strong proficiency in project management
  • Excellent communication, negotiation, and problem-solving skills
  • Excellent client centricity, proven ability to manage client relationships and drive client satisfaction
  • Business acumen, as well as financial acumen for budgeting, forecasting, and billing
  • Familiarity with ITIL or other IT service management frameworks.
  • Ability to work under pressure and has exceptional organisational skills and attention to detail
  • Ability to work collaboratively with cross-functional teams
  • Adaptability and a customer-focused mindset


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
  • ITIL certification
  • Project management certification (e.g., PMP) is preferred


Required Experience:

  • Seasoned demonstrated experience in a managed services and/or support services environment
  • Seasoned demonstrated experience in managed services - service delivery and client management
  • Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
  • Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
  • Seasoned demonstrated experience in monitoring contract performance
  • Seasoned demonstrated experience in managing service delivery projects for clients
  • Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
  • Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality

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.

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