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 providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Senior Service Delivery Manager may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

To be considered for this recruitment process, you must be legally authorized to work and currently residing in Spain.

Key Responsibilities:

To be owner of the service provided to the customer and its quality through the solution lifecycle
Detect and implement capability needs and process adjustments within the customer dedicated technical team
Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction
Know and Understand the Customer Vital Business Functions and how NTT service assets underpin these functions
Make sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle
NTT Managed Services Expert
Interfacing with the customer at different organisation levels (from the management to the technical staff)
Early detection of capacity and availability risks in conjunction with the technical team

Knowledge and Attributes:

ITIL based Service Management in a business to business service environment
Working in line with Best Practice in complex environments and within tight time constraints
Ability to present to all level of clients internally and externally
SLA Management
Prepare and present reports at customer facing level
Ability to coordinate others and negotiate to achieve the desired results
Management of effective and timely problem resolution
Drive and energy to achieve desired results
Problem-solving, process-oriented and customer-minded
Understanding and managing customers’ expectations
Ability to adapt and influence in a rapidly changing environment
Good customer relationship management
Excellent prioritisation and communication skills
Ability to develop and build relationships
Ability to communicate in a clear, concise, understandable manner and listen attentively to other in providing instructions
Strong interpersonal, communication, organisation and follow-through skills
Project Management knowledge will be appreciated

Academic Qualifications and Certifications:

Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
ITIL Certification, such as ITIL Foundation or higher-level certifications.
Nice to have: certifications in ITSM tools, Public Cloud, Datacenter, On-premise solutions, Middleware applications, Networks...

Languages:

English: Fluent (Mandatory).
Spanish: Fluent (Mandatory).

Required experience:

Advanced demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
Advanced experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
Advanced experience in managing client relationships, understanding client needs, and ensuring client satisfaction.

Workplace type:

Remote 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.

Senior Service Delivery Manager

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