Senior Service Delivery Manager

hace 2 semanas


Barcelona, Barcelona, España Ntt A tiempo completo
Job Title: Senior Service Delivery Manager

At NTT DATA, we're seeking a highly skilled Senior Service Delivery Manager to oversee the end-to-end delivery of managed services contracts to our clients. As a key member of our team, you'll be responsible for ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).

Key Responsibilities:
  • Act as the primary point of contact for client inquiries, escalations, and feedback.
  • Understand client business needs and objectives to tailor required services accordingly.
  • Ensure the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Collaborate with technical teams to resolve client issues and incidents promptly.
  • Monitor and assess client satisfaction regularly through feedback mechanisms.
  • Take proactive measures to address client concerns and continuously improve service quality.
  • Develop account plans and strategies to enhance client engagement and retention.
  • Identify opportunities for upselling or cross-selling additional services.
Requirements:
  • Advanced demonstrated experience in a managed services and/or support services environment.
  • Advanced demonstrated experience in managed services - service delivery and client management.
  • Advanced demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Advanced demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
  • Advanced demonstrated experience in monitoring contract performance.
  • Advanced demonstrated experience in managing service delivery projects for clients.
  • Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
  • Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
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.

We are an Equal Opportunity Employer and 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.



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