Senior Service Delivery Manager
hace 2 días
Job Summary
Ntt Managed Services Emeau is seeking a highly skilled Senior Service Delivery Manager to join our team. As a key member of our Managed Services organization, you will be responsible for ensuring the delivery of high-quality services to our clients.
Key Responsibilities:
- Be the owner of the service provided to the customer and its quality through the solution lifecycle.
- Detect and implement capability needs and process adjustments within the customer dedicated technical team.
- Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction.
- Know and understand the Customer Vital Business Functions and how NTT service assets underpin these functions.
- Ensure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle.
- NTT Managed Services Expert.
- Interface with the customer at different organisation levels (from management to technical staff).
- Early detection of capacity and availability risks in conjunction with the technical team.
Requirements:
- Three or more years of industry experience in an IT environment in terms of support and administration.
- Experience in Public Clouds like Azure, AWS, and GCP.
- Experience in Network management and support.
- Experience in Hosting and Managed Service Business.
- Experience in Managed Application Business.
- Experience in managing medium-large accounts.
- Desirable technology knowledge of: ITSM tools, Public Cloud, Datacenter, On-premise solutions, Middleware applications, Networking layer.
- Academic Qualifications and Certifications: ITIL Foundations (additional ITIL certifications will be a plus), Technical background, Written and spoken English (fluent/native).
Preferred Qualifications:
- ITIL based Service Management in a business to business service environment.
- Working in line with Best Practice in complex environments and within tight time constraints.
- Ability to present to all levels of clients internally and externally.
- SLA Management.
- Prepare and present reports at customer facing level.
- Ability to coordinate others and negotiate to achieve the desired results.
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