Senior Service Delivery Manager

hace 2 días

Madrid, Madrid, España Ntt Data A tiempo completo

Job Summary

The Senior Service Delivery Manager is an advanced subject matter expert responsible for overseeing the end-to-end delivery of managed services contracts to clients. This role supports the business and protects the company's reputation by taking responsibility for contract management for local, medium to large complexity contracts and works closely with cross-functional teams to ensure client expectations are met and exceeded.

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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