Service Delivery Manager
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. Its 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 assumes responsibility for the overall management of larger client contracts by taking responsibility for overall Contract management. They are responsible for ensuring client satisfaction, service delivery and contract adherence for assigned client contracts. Client contracts managed by the Service Delivery Manager require service delivery across multiple sites and disparate geographies. It is the responsibility of the Service Delivery Manager to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders. Working at NTT Relationship Management Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information. Customer Service Support Responsible for day-to-day management, following ITIL structured guidelines, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of request able and supported services is complete and current. Contract management Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programs/projects. Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols. Service level management Performs defined tasks to monitor service delivery against service level agreements for Event, Incident, Problem and Change Management. Maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Availability Management Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans. Work Outputs Establish and develop relationships The Service Delivery Manager establishes strong relationships with the client and Business Unit stakeholders and they have excellent relationship building skills. They agree points of interaction and escalation with the client, ensuring the continuous delivery of the service according to the service level agreement (SLA) and contractual terms. They collaborate with other staff, including other reporting Service Delivery Managers and Client Managers, Account Managers, Project Managers and delivery teams to create and develop full client contract plans that will form the basis of service delivery. In so doing they assist with the preparation and evaluation of service level agreements. They analyze client satisfaction survey results and ensure that the information is used to enhance service delivery in line with client expectations and drive continual service improvement. Manage execution of contracts The Service Delivery Manager is responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and SLAs and contracts. They require strong ability in managing coordinated delivery of service. Overseeing other Service Delivery Managers to ensure they take joint responsibility for bottom line delivery within a client account. To achieve service delivery satisfaction, they need to ensure that the right employees, equipment, and products are deployed and available and that the service delivery meets the quality requirements agreed with the client. This includes joint decision making on recruitment decisions, client discounts, contractual negotiations, penalties and rebates and training budgets. The Service Delivery Manager ensures that regular service audits in line with client and contract requirements are planned, communicated, initiated and completed within their allocated accounts. They are responsible for ensuring that the service definitions and SLAs stay up to date with the client needs, through applying contract change management, risk, and financial management. They resolve problems and issues escalated by delivery staff and act as the point of escalation for the client. Produce and use reports The Service Delivery Manager is required to collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed SLAs. They plan, co-ordinate and facilitate the Business Review Board meetings. They produce and use reports necessary to manage the process and maintain the expected levels of service. He/she manages and reports on the complaints and compliments process at Business Review Board meetings. They work closely with the Service Improvement team to ensure the resolution of incidents and reporting of these metrics at the relevant forums. Ensure performance The Service Delivery Manager drives service delivery excellence by motivating their team members and inspiring outstanding performance against SLAs. They drive the service culture by developing and sustaining cross functional relationships and filtering information downwards. The Service Delivery Manager coordinates the activities of the service teams involved in providing the contracted services to the client, aggregating services from the different teams into a coherent service offering to the client, ensuring execution to the contracted service definitions and service level agreements. What will make you a good fit for the role? Education required Relevant Degree (Technical or Commercial) Certifications required ITIL Work experience required At least 10 years relevant experience in a similar role within a service operations environment. Demonstrated client engagement experience with the ability to interact with a variety of stakeholders. Experience in a managed services and/or support services environment requiring commercial and business acumen. Demonstrated industry knowledge and understanding of complex cross border and global business, Demonstrated problem analysis and solution formulation skills. In this position you will be required to: Establish strong relationships with the client and Business Unit stakeholders and generally have good relationship building skills. Be responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts. Be accountable for key ITIL Service Delivery functions to include Major Incident Coordination, Problem Management, Change Management, Performance Management, Service Improvement, Capacity Management and Reporting on Key Performance Indicators Must support Quality Assurance and requests for Compliance audit artifacts as required Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier. Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements. Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements. Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized. 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.