Manager, Service Delivery Management

As a Manager, Service Delivery at NTT DATA, your role is crucial in managing one or more Service Delivery Specialists to ensure continuity in service and act as an advocate for the client within the organization. You will be responsible for overall contract management of medium to large complex client contracts, ensuring client satisfaction, service delivery, and contract profitability. Your primary focus will be on managing the services relationship between the client and the organization, owning the service governance structure, and ensuring all processes and documentation are in place. Key Responsibilities: - Lead and coach a team of one or more Service Delivery Specialists - Provide support, guidance, and subject matter expertise to the team - Collaborate with internal leadership/stakeholders to set the strategy and direction for the team - Monitor client satisfaction and identify service improvement plans - Establish relationships with relevant teams within the organization - Ensure the team has the required tools and resources to successfully service client needs - Manage and coordinate the service delivery budget, compile reports, and service delivery metrics - Analyze service delivery management trends and recommend improvements To excel in this role, you will need: - Advanced management abilities - Strong relationships with internal stakeholders and external clients - Excellent written and verbal communication skills - Problem-solving abilities and initiative for innovation - Ability to work well under pressure - Assertiveness and persuasion skills - Advanced analytical and negotiation skills - Self-driven with a commitment to succeed Qualifications: - Relevant bachelor's degree in Information Technology or Business Administration - ITIL Certification (Foundation or higher-level) - Project Management Professional (PMP) certification - Client Relationship Management certification Required Experience: - Advanced years of experience in service delivery or related function in a medium to large ICT organization - Experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle - Experience in managing client relationships and leading a service delivery team About NTT DATA: NTT DATA is a global technology services leader committed to accelerating client success and positively impacting society through responsible innovation. With expertise in AI, digital infrastructure, cloud, security, and more, we help organizations confidently transition into the digital future. As an Equal Opportunity Employer, we embrace diversity and provide an environment free of discrimination and harassment. If you are passionate about making an impact and driving innovation, join NTT DATA's global team and accelerate your career with us. Apply today and be part of a culture that values diversity and inclusivity. As a Manager, Service Delivery at NTT DATA, your role is crucial in managing one or more Service Delivery Specialists to ensure continuity in service and act as an advocate for the client within the organization. You will be responsible for overall contract management of medium to large complex client contracts, ensuring client satisfaction, service delivery, and contract profitability. Your primary focus will be on managing the services relationship between the client and the organization, owning the service governance structure, and ensuring all processes and documentation are in place. Key Responsibilities: - Lead and coach a team of one or more Service Delivery Specialists - Provide support, guidance, and subject matter expertise to the team - Collaborate with internal leadership/stakeholders to set the strategy and direction for the team - Monitor client satisfaction and identify service improvement plans - Establish relationships with relevant teams within the organization - Ensure the team has the required tools and resources to successfully service client needs - Manage and coordinate the service delivery budget, compile reports, and service delivery metrics - Analyze service delivery management trends and recommend improvements To excel in this role, you will need: - Advanced management abilities - Strong relationships with internal stakeholders and external clients - Excellent written and verbal communication skills - Problem-solving abilities and initiative for innovation - Ability to work well under pressure - Assertiveness and persuasion skills - Advanced analytical and negotiation skills - Self-driven with a commitment to succeed Qualifications: - Relevant bachelor's degree in Information Technology or Business Administration - ITIL Certification (Foundation or higher-level) - Project Management Professional (PMP) certification - Client Relationship Management certification Required Experience: - Advanced years of experience in service delivery or related function in a medium to large ICT organization - Experience in delivering IT services, managing IT projec