Senior Service Delivery Manager

hace 3 semanas


Barcelona, Barcelona, España NTT A tiempo completo

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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