Senior Service Delivery Leader - Hybrid IT Solutions

NTT America, Inc.; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

NTT DATA is seeking a Service Delivery Specialist to ensure continuity of service and client advocacy for medium to large contracts. You will own contract management, supervise service delivery, and drive profitability while coordinating across regional and global stakeholders.

The role involves leading service governance, running service management reviews, and supporting activation of Uptime Proactive Support Services. Hybrid working is available in a multinational IT environment.

Formación

• Ability to establish strong relationships with internal stakeholders and external clients.
• Seasoned ability in managing coordinated delivery of service.
• Excellent written and verbal communication skills.
• Highly analytical with good problem-solving skills and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Excellent client service orientation.
• Displays excellent persuasion and influence abilities.
• Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
• Seasoned proficiency in project management, including planning, execution, monitoring, and project delivery.

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 support 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 client’s satisfaction with the service.

Conocimientos

Relationship management

Service delivery

Communication

Project management

Budget and timelines

Negotiation

Educación

Bachelor’s degree in IT or Business

ITIL Certification

PMP certification desirable

CRM certification desirable

Descripción del empleo

NTT DATA is seeking a Service Delivery Specialist to ensure continuity of service and client advocacy for medium to large contracts. You will own contract management, supervise service delivery, and drive profitability while coordinating across regional and global stakeholders.

The role involves leading service governance, running service management reviews, and supporting activation of Uptime Proactive Support Services. Hybrid working is available in a multinational IT environment.