Service Delivery Manager
vor 1 Monat
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
**Want to be a part of our team?**
NTT is searching for the Service Delivery Manager who will have a mission to endorse both Service Delivery and Project Management roles on a specific customer, from managing the contract lifecycle of the provided Managed Service to the transition of new Solutions and Services to a specific account. This key position belongs to the Services Delivery Business Unit and will report to the Senior Team Lead - Delivery Management.
**Working at NTT**
**In this role, you will**:
**Project Management**
Provide pre-sales support
- Engage with Pre-Sales and Sales teams to scope and cost project solutions (such as detail task schedule, resource allocation, cost breakdown)
- Focus on effective project delivery
- May be required to assist with the identification of opportunities with clients
Manage project delivery
- Ensure the project delivers the as-sold solution within baselined budget and on time, while achieving quality criteria and maintaining client satisfaction
- Manage delivery according to PMBOK knowledge and NTT methodology, including project scope control and change management, communication with stakeholders and manage project set-up, resources and operations with the assistance of the Project Coordinator
Ensure client satisfaction
- Manage client satisfaction, committment and expectations to high service levels and escalations
- Act as single point of contact between NTT and the client
- Ensure the project team displays the right level of client engagement
Project team management
- Lead teams effectively within a matrixed environment
- Act as people managers and provide feedback to relevant line managers
- Ensure the project team has access to the project management tools and means to perform their role
- Coach and mentor project team members and colleagues
**Service Delivery Management**
Manage Customer Relationship
- Responsible for client satisfaction and ensure the services are delivered according to agreed Service Level Agreements (SLA) and other contracts
- Track performance and take corrective actions to improve SLAs while managing any service complaints or issues
- Establish good relationships with the client representatives
- Facilitate the delivery of service by agreeing on points of interaction and escalation, acting cost sensitive, and ensuring the client is aware of services budget and continuous service delivery according to the SLA
- Take accountability for operational escalations and lead business through to a resolution that satisfies the client and NTT management
Lead Service Improvement Plan(s)
- Identify risks of delivery and drive implementation of the appropriate solution
- Identify and implement delivery model improvements focused on optimisations valued by the client and NTT
- Continuously stay on top of what is happening in the client’s environment from an operational and client satisfaction standpoint to provide management and delivery teams with visibility of any priorities and risks
Drive Best in Class Service Quality
- Deploy and make available the right people resources, equipment and products to ensure service delivery quality in line with the agreed client’s requirements
Demonstrate teamwork and work in hand with internal teams
- Assist the Sales team to identify opportunities to up sell services and track emerging opportunities
- Leverage the relationship with the client and environment to contribute to pre-sales processes and/or successes by providing information and advice on the most optimal way to approach the client, and determining the effort required to deliver
- Understand and contribute to the Account Plan, identify growth opportunities and work closely with the pre-sales and sales team to maximise opportunities
- Maintain awareness of the competitive landscape for assigned portfolios and collaborate with the sales team to assist with the development of strategies for account retention
Coordinate contracts Renewal
- Engage with the relevant internal stakeholders prior the renewal date to assist and support on the renewal strategy and agree on roles and responsibilities
- Represent the client’s needs in the contract renewal process and contribute to compliance with the NTT Service Catalogue and associated gorvenance structures
- Assist with the review of transition and implementat
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