Customer Service Director

hace 1 semana

Madrid, Madrid, España Ntt Data A tiempo completo

Job Summary

The Director, Customer Services is a key leadership role responsible for ensuring the delivery of exceptional services to our clients. This role requires a strategic thinker who can drive business growth, optimize service delivery, and foster strong client relationships.

Key Responsibilities

  • Manage the financial performance of Customer Services, including growth, delivery profitability, and technology innovation.
  • Translate strategic objectives into actionable goals that guide day-to-day operations.
  • Collaborate with senior leadership on roadmap development and service/product offers.
  • Define service/product value propositions and create strong interlocks between sales force teams and services delivery.
  • Oversee client satisfaction and implement client service policies, procedures, and standards.
  • Drive a culture of continuous improvement, implementing best practices and process enhancements.
  • Assess and optimize service delivery processes, tools, and methodologies to enhance service quality.
  • Develop and execute new delivery methodologies and ensure alignment to best practice.
  • Ensure service delivery excellence, identifying new business opportunities.
  • Manage and mentor the team to achieve team and individual objectives.

Requirements

  • Significant business and commercial orientation with a supporting interest in technology.
  • Thought leader with significant knowledge of managed services, IT service management, and related technologies.
  • Ability to stay up-to-date with industry trends, emerging technologies, and best practices.
  • Significant knowledge of customer services concepts, IT service management practices, and industry best practices.
  • Significant understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center, and collaboration.
  • Significant client-facing and communication skills, with the ability to build and maintain strong client relationships.
  • Excellent interpersonal and verbal and written communication skills.
  • Excellent leadership qualities, including the ability to inspire and mentor a team.
  • Ability to work in a team environment and contribute to their success.
  • Ability to facilitate presentation of technical and complex matters to a diverse audience.
  • Ability to analyze data and produce reports on issues and recommend resolutions.
  • Ability to evaluate risks, priorities, and business benefits, leveraging strong business knowledge.
  • Ability to multi-task, set priorities, and meet deadlines.

Qualifications

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
  • ITIL certification is advantageous.

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Join our growing global team and accelerate your career with us.

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