NTT DATA is seeking a Senior Service Delivery Manager to act as the primary interface and subject matter expert for large, complex client contracts. This role is responsible for overall contract management, ensuring client satisfaction, optimal service delivery, and contract profitability throughout the solution lifecycle.
What You'll Do
- Own 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 it.
- Understand the customer's vital business functions and how NTT service assets underpin them.
- Ensure customer business processes and end-to-end services are known and understood within the organization.
- Act as the NTT Managed Services expert and interface with the customer at different organizational levels.
- Enable early detection of capacity and availability risks in conjunction with the technical team.
- Own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
- Identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
What We're Looking For
- Relevant bachelor’s degree or equivalent in Information Technology, Business Administration, or a related field.
- ITIL Certification, such as ITIL Foundation or higher-level certifications.
- Fluent English (Mandatory).
- Fluent Spanish (Mandatory).
- Advanced demonstrated years of experience in service delivery or a related function in a medium to large ICT organization, preferably an 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.
- Experience with ITIL-based Service Management in a business-to-business service environment.
- Experience working in line with Best Practice in complex environments and within tight time constraints.
- Ability to present to all levels of clients internally and externally.
- SLA Management experience.
- Ability to prepare and present reports at a customer-facing level.
- Ability to coordinate others and negotiate to achieve desired results.
- Experience in management of effective and timely problem resolution.
- Drive and energy to achieve desired results.
- Problem-solving, process-oriented, and customer-minded approach.
- Understanding and managing customers’ expectations.
- Ability to adapt and influence in a rapidly changing environment.
- Excellent prioritisation and communication skills.
- Strong interpersonal, communication, organisation, and follow-through skills.
- Must be legally authorized to work and currently residing in Spain.
Nice to Have
- Project Management knowledge.
- Certifications in ITSM tools, Public Cloud, Datacenter, On-premise solutions, Middleware applications, or Networks.
Work Mode
This is a fully remote position for candidates residing in Spain.
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.
