Service Delivery Manager
hace 2 semanas
Get AI-powered advice on this job and more exclusive features.Sign in to access AI-powered advicesContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleIf you are looking for a new challenge and would like to take part of international projects within a multinational IT firm, this is your opportunityAt 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 ResponsibilitiesOversee 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 aspectsAct 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 QualificationsEducationBachelor'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 ExperienceA 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 CompetenciesStrong 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 levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionInformation Technology and ConsultingIndustriesIT Services and IT Consulting, Business Consulting and Services, and Information ServicesReferrals increase your chances of interviewing at NTT DATA Europe & Latam by 2xGet notified about new Service Project Manager jobs in Barcelona, Catalonia, Spain.Project Manager / Sr Project Mgr - FSP - EMEA - Global Medical AffairsSenior / Project Manager - Obesity/Diabetes/GLP1 - Europe - RemoteSenior Development Manager (living - residencial) - Project ManagerSenior Project Manager - Healthcare Digital, Data & IT R&DTechnical Project Manager & Service Governance ManagerBarcelona, Catalonia, Spain 30 minutes agoSnr Technical Project Manager, Mobile Game Technology (Compliance)Human Resources Service Delivery ManagerProject Manager, Global Engineering Services, GES StartupSenior / Project Manager - Oncology - Europe - RemoteTechnical Project Manager, Clinical Enablement Team(Associate) Project Manager, Language Services, EMEAWe're unlocking community knowledge in a new way.
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