Req ID: 295011

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Delivery Manager to join our team in REMOTE, Delhi (IN-DL), India (IN).

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What to expect:

The role requires end to end management of all client services and will sit within the account team and report to the Client Delivery Executive. The role will require oversight of regional service delivery leads as well as interaction with the client’s service delivery team, business stakeholders, NTT DATA internal stakeholders and 3rd parties.

Responsibilities include:

• Day-to-day management of delivery, issue resolution, and effective risk management for Service Desk, Remote Desktop Services Support, Service Management (Incident, Change, Request and Problem Management) and User Access Administration
• Work closely with the global practices to ensure high-quality delivery
• Provide Client expectation management on all delivery related aspects while working closely with Client Manager and Client Delivery Executive
• Ensure proper implementation of management plans and policies in rendering services to clients
• Receive complaints and inquiries from customers and promptly work towards providing a solution to the problems
• File periodic reports to top management on the performance of the team, customers’ complaints, and suggestions
• Assist top management in making decisions that will improve service delivery and customer satisfaction
• Communicate with all parties involved in the service delivery process – team members, customers, and top management
• Assemble the IT service delivery team and support the human resources department in recruiting the right candidates
• Mentor and train team members on the most efficient and effective ways of carrying out their duties
• Optimal deployment and utilization of resources
• Build and sustain effective communications with all stakeholders and cross-functional teams working to maximize the customer experience.
• Lead the efforts of account delivery personnel to ensure customer needs and contract requirements/SLAs are met
• Ensure adherence to contractually agreed service levels with the client
• Define and adhere to boundaries of what is “Business as usual” and what is ‘Project Work’
• Oversee the transition of support of new or changed services into the managed services scope
• Accountable for implementing delivery management process improvement
• Responsible for proactive productivity improvement, best practice implementation, and innovation
• Suggest appropriate technologies to be adopted so as to meet present and future demands of the business.

Basic Qualifications:

• 10 years or more of Global Delivery Management
• Strong communication skills; written and verbal
• Exceptional interpersonal skills
• Experience or strong understanding of Application/System development lifecycle (SDLC), Service Desk, Remote Desktop Services, Security and Infrastructure (ITIL) concepts
• Intermediate to advanced skills with MS Office products such as Word, Excel, Project, PowerPoint and Outlook
• Strong Financial management experience
• Ability to operate with highly matrixed delivery teams
• Advanced priority setting and delegation skills for large program teams
• Advanced analytical, problem solving, negotiation and organizational skills
• Advanced ability to lead large programs and achieve desired customer satisfaction
• Advanced organizing and planning skills to oversee project deliverables

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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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