Senior Service Delivery Manager

hace 4 semanas

Barcelona, Barcelona, España NTT A tiempo completo

About the Role

The Senior Service Delivery Manager is a key position at NTT DATA, responsible for overseeing the end-to-end delivery of managed services contracts to clients. This role requires a strong ability to manage a coordinated delivery of service, with a focus on client satisfaction and service level agreements.

Key Responsibilities:

  • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
  • Acts as the primary point of contact for client inquiries, escalations, and feedback.
  • Understands client business needs and objectives to tailor required services accordingly.
  • Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Collaborates with technical teams to resolve client issues and incidents promptly.
  • Monitors and assesses client satisfaction regularly through feedback mechanisms.
  • Takes proactive measures to address client concerns and continuously improve service quality.
  • Develops account plans and strategies to enhance client engagement and retention.
  • Identifies opportunities for upselling or cross-selling additional services.
  • Manages the implementation of new services, upgrades, and projects for clients.
  • Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
  • Ensures that service delivery aligns with contractual agreements and compliance requirements.
  • Consults with legal team to ensure that all contract escalations are addressed with contract governance.
  • Monitors and reports on contract performance.
  • May oversee financial aspects of client accounts, including budgeting and forecasting.
  • May manage billing and invoicing processes.
  • Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
  • Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
  • Identifies and mitigates risks associated with service delivery and client relationships.
  • Develops contingency plans for potential disruptions.
  • Maintains accurate records, client documentation, and incident reports.
  • Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

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