Senior Service Delivery Manager
hace 3 días
Job Summary
As a Senior Service Delivery Manager at NTT DATA, you will be responsible for overseeing the end-to-end delivery of managed services contracts to our clients. This role requires a high level of technical expertise and excellent communication skills to ensure client satisfaction and protect the company's reputation.
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 the 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.
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