Senior Service Delivery Manager

hace 5 días

Madrid, Madrid, España NTT DATA A tiempo completo

Unlock Your Potential with NTT DATA

The Senior Service Delivery Manager is a seasoned professional responsible for overseeing the end-to-end delivery of managed services contracts to clients. This role requires a strong ability to manage a coordinated delivery of service, with a focus on client satisfaction and service quality.

Key Responsibilities:

  • Ensure that services are delivered 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.
  • Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
  • Ensure that service delivery aligns with contractual agreements and compliance requirements.
  • Consult with legal team to ensure that all contract escalations are addressed with contract governance.
  • Monitor and report on contract performance.
  • May oversee financial aspects of client accounts, including budgeting and forecasting.
  • May manage billing and invoicing processes.
  • Collaborate with technical teams to ensure that client environments are stable, secure, and up to date.
  • Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
  • Identify and mitigate risks associated with service delivery and client relationships.
  • Develop contingency plans for potential disruptions.
  • Maintain accurate records, client documentation, and incident reports.
  • Provide regular reports on service performance and client satisfaction to internal and external stakeholders.

Knowledge and Attributes:

  • Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
  • Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.
  • Advanced understanding of managed services, including infrastructure, cloud, security, and support.
  • Advanced proficiency in project management.
  • Excellent communication, negotiation, and problem-solving skills.
  • Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
  • Advanced business acumen, as well as financial acumen for budgeting, forecasting, and billing.
  • Advanced familiarity with ITIL or other IT service management frameworks.
  • Ability to work under pressure and has exceptional organizational skills and attention to detail.
  • Ability to work collaboratively with cross-functional teams.
  • Adaptability and a customer-focused mindset.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
  • Relevant ITIL certification preferred.
  • Relevant project management certification (for example, PMP) is preferred.

Required Experience:

  • 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.
  • Advanced demonstrated experience in monitoring contract performance.
  • Advanced demonstrated experience in managing service delivery projects for clients.
  • Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
  • Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.

Workplace type:

Remote Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. 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. Accelerate your career with us. Apply today

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