NTT

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential. 

Want to be a part of our team?

The Service Delivery Manager is primarily responsible for managing one or more Service Delivery Specialists. The Service Delivery Manager ensures continuity in service and may also act as an advocate for the client within NTT Ltd.

They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Manager may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Manager’s role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Radford reference:

"Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business. Generally has profit and loss responsibilities. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Survey Tip: This role is focused on the relationship between the customer and solution provider during a project of a fixed duration."

Working at NTT

Key Roles and Responsibilities:

• Lead and coach a team of one or more Service Delivery Specialists
• Provide support and guidance to the team
• Provide subject matter expertise to the team
• Collaborate with internal leadership / stakeholders to set the strategy and direction for the team of Service Delivery Specialists
• Fulfil key role and responsibilities of that of a Service Delivery Specialist – depending on regional and / or country requirements
• Monitor client satisfaction and identify service improvement plans to address with immediate service delivery team
• Establish relationships with the relevant teams within NTT Ltd whom the Service Delivery Specialists interact with on daily basis
• Ensure team of Service Delivery Specialists have the required tools and resources to successfully service the client needs and requirements
• Manage and coordinate the service delivery budget, compile reports and service delivery metrics
• Observe the external market by analysing service delivery management trends and recommend improvements to existing procedures, strategies and policies

Knowledge, Skills and Attributes:

• Strategic abilities and ability to coach and lead a team
• Ability to establish strong relationships with internal stakeholders and external clients
• Excellent relationship building skills
• Excellent ability in managing coordinated delivery of service
• Excellent written and verbal communication skills
• Good at solving problems and can use initiative to drive innovation
• Ability to work well in a pressurised environment
• Assertive in approach and displays excellent persuasion and influence abilities
• Highly analytical with proven negotiation skills
• Passionate, strong initiative, self-driven with commitment to succeed

Academic Qualifications and Certifications:

• Typically requires a Bachelor’s or equivalent degree
• ITIL certification (preferable)

Required Experience:

• Demonstrated years of experience required in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
• Demonstrated years of experience managing and leading a service delivery team and / or related function

What will make you a good fit for the role?

Standard career level descriptor for job level:

• Assignments are received in a goal-oriented format and resources are allocated to meet these goals• Gives guidance to subordinates but allows latitude within organization’s policies and procedures• Recommends policy / process changes that affect immediate area• Works on issues of diverse scope• Follows procedure when methods for solutions need to be selected• Acts as advisor to meet schedules or when technical issues need to be resolved• Responsible for schedules and performance requirements• May have budget responsibilities• Mistakes may incur costs or impact short-term goals• Interacts with subordinates, customers or peers from other areas on matters pertaining to functional area• Leads co-operation between members and teams

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

Equal opportunity employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.