Senior Service Delivery Manager
hace 3 semanas
About the Role
NTT DATA is seeking an experienced Senior Service Delivery Manager to lead the delivery of managed services to clients. This role requires a strong ability to manage a coordinated delivery of service, advanced analytical mindset, and excellent communication, negotiation, and problem-solving skills.
Key Responsibilities:
- Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
- Act as the primary point of contact for client inquiries, escalations, and feedback.
- Understand client business needs and objectives to tailor required services accordingly.
- 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.
- Manage the implementation of new services, upgrades, and projects for clients.
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.
- Relevant ITIL certification and project management certification preferred.
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.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. 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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