Senior Service Delivery Lead - Client Success & Ops

NTT Ltd.; Madrid; Híbrido; EUR 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Descripción de la vacante

NTT DATA in Madrid is seeking a Service Delivery Specialist to ensure continuity of service, manage contracts for medium to large client accounts, and drive profitability while maintaining high client satisfaction. The role acts as the primary interface between the client and internal teams.

You will lead governance, run service management reviews, support activation of uptime services, coordinate with the GDC, identify trends, and propose improvements.

Formación

• Bachelor’s degree in IT or business administration or related field.
• ITIL Foundation or higher-level certification.
• PMP certification desirable.
• Client Relationship Management certification desirable.
• Experience delivering IT services in a medium to large ICT organization.
• Experience managing client relationships and ensuring client satisfaction.

Responsabilidades

• Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
• Performs client facing service activation activities and supports the GDC in service activation completion.
• Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
• Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams.
• Change Management - manages and owns all RoE changes.
• Service First - owns Service First asset verification and contract status.
• Vendor Backout - manages backout issues with Vendor.
• Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.
• Updates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
• Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
• Interfaces with internal contract management teams to normalize and execute change orders.
• Reviews new offers and service capabilities with the appropriate members of team.
• Supports billing / invoicing inquiries and / or disputes.
• Monitors client satisfaction and identify service improvement plans to address clients satisfaction with the service.

Conocimientos

Relationship management

Client communication

Project management

Budget management

Negotiation

Analytical thinking

Educación

Bachelor’s degree in IT or Business Administration

ITIL Certification

PMP certification desirable

CRM Certification desirable

Descripción del empleo

NTT DATA in Madrid is seeking a Service Delivery Specialist to ensure continuity of service, manage contracts for medium to large client accounts, and drive profitability while maintaining high client satisfaction. The role acts as the primary interface between the client and internal teams.

You will lead governance, run service management reviews, support activation of uptime services, coordinate with the GDC, identify trends, and propose improvements.