Service Delivery Manager

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If you are looking for a new challenge and would like to take part of international projects within a multinational IT firm, this is your opportunity

At NTT DATA, we are currently seeking a Service Delivery Manager who will be responsible for managing customer relationships and ensuring the successful delivery of a significant contract, while also overseeing internal operations. The ideal candidate will have a strong background in IT service management and leadership skills to drive team performance and enhance customer satisfaction.

Key Responsibilities

• Oversee daily operations of the service desk to ensure high-quality support for all IT-related inquiries and issues, with a strong emphasis on customer satisfaction. Their responsibilities encompass both operational and relationship management aspects
• Act as a single point of contact between the level 1 support of the IT organization and the client for all issue resolution incidents, service requests, change notifications, …
• Manage service desk teams, providing guidance, training, and support to team members, ensuring alignment with customer expectations and contract requirements.
• Track and analyze performance metrics to ensure service level agreements (SLAs) are met and identify opportunities for improvement, always considering how these metrics impact the customer experience.
• Handle escalated issues, working closely with team members to resolve complex problems efficiently, prioritizing clear communication with the customer throughout the process.
• Collaborate with other IT teams, such as development and network operations, to ensure effective communication and service delivery that meets customer expectations.
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the service desk, always with a focus on how these changes will benefit the customer.
• Prepare reports and presentations on service desk performance for senior management, highlighting not only operational achievements but also the impact on customer satisfaction and contract management.

Required Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business Administration with a focus on IT, or a related field.
• Professional certification in ITIL (Information Technology Infrastructure Library).

Professional Experience

• A minimum of 10 years of experience in IT support or service desk management, with a proven track record in managing customer relationships and large contracts.

Skills and Competencies

• Strong leadership and team management skills, with a focus on customer satisfaction.
• Excellent communication and interpersonal skills, capable of building strong relationships with clients.
• Ability to analyze metrics and drive performance improvements, always from the customer's perspective.
• Proficiency in IT service management tools and ticketing systems.
• Problem-solving mindset with a focus on customer satisfaction.

Why NTT DATA?

• Competitive compensation package.
• Flexible hybrid working model.
• A mentor to support you with your employee experience.
• Continuous learning opportunities & sponsored certifications (Udemy, languages etc.).
• Clear career paths & a developmental 360° feedback framework.
• An international dynamic within a fast-paced working environment.
• The opportunity to work in a diverse environment with talented colleagues.

At NTT DATA, we believe everyone is unique and different, this is why we bet for an inclusive culture that recognizes and values diversity. We work day after day to create an environment in wich we can explore, live and enhance our own singularity.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology and Consulting
• IndustriesIT Services and IT Consulting, Business Consulting and Services, and Information Services

Referrals increase your chances of interviewing at NTT DATA Europe & Latam by 2x

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