Senior Service Delivery Manager

NTT Limited; Sevilla; A distancia; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

A leading tech firm is seeking a Senior Service Delivery Manager to ensure client satisfaction and contract profitability in a remote working environment. Candidates should have extensive experience in service delivery and IT project management. The ideal candidate should be fluent in both English and Spanish and have relevant qualifications, including an ITIL certification. This role offers opportunities for career growth within a diverse and inclusive workplace.

Formación

• Fluent in English and Spanish.
• Advanced years of experience in service delivery.
• Experience in managing IT projects.

Responsabilidades

• Ensure customer satisfaction and contract profitability.
• Manage service governance structure and review meetings.
• Identify trends in service delivery for improvement.

Conocimientos

ITIL based Service Management

Customer Relationship Management

Project Management

Problem-solving

Communication skills

Educación

Relevant bachelor's degree or equivalent

ITIL Certification

Descripción del empleo

Senior Service Delivery Manager page is loaded Senior Service Delivery Manager Apply remote type Remote Working locations Barcelona, Spain time type Full time posted on Posted 2 Days Ago job requisition id R-132780 Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA

The Senior Service Delivery Manager is an advanced subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for large complex client contracts and is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts – which can be specific client accounts or a group of accounts.

The Senior Service Delivery Manager may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedules, and runs all service management review meetings, and ensures all processes and documentation are in place.

It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

To be considered for this recruitment process, you must be legally authorized to work and currently residing in Spain.

Key Responsibilities :

• To be owner of the service provided to the customer and its quality through the solution lifecycle
• Detect and implement capability needs and process adjustments within the customer dedicated technical team
• Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction
• Know and understand the Customer Vital Business Functions and how NTT service assets underpin these functions
• Make sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle

NTT Managed Services Expert

• Interfacing with the customer at different organizational levels (from management to technical staff)
• Early detection of capacity and availability risks in conjunction with the technical team

Knowledge and Attributes :

• ITIL based Service Management in a business-to-business service environment
• Working in line with Best Practice in complex environments and within tight time constraints
• Ability to present to all levels of clients internally and externally
• SLA Management
• Prepare and present reports at customer-facing level
• Ability to coordinate others and negotiate to achieve desired results
• Management of effective and timely problem resolution
• Drive and energy to achieve desired results
• Problem-solving, process-oriented and customer-minded
• Understanding and managing customers’ expectations
• Ability to adapt and influence in a rapidly changing environment
• Good customer relationship management
• Excellent prioritization and communication skills
• Ability to develop and build relationships
• Ability to communicate clearly and listen attentively
• Strong interpersonal, communication, organization, and follow-through skills
• Project Management knowledge is a plus

Academic Qualifications and Certifications :

• Relevant bachelor’s degree or equivalent in IT or Business Administration or related field
• ITIL Certification, such as ITIL Foundation or higher

Nice to have :

• Certifications in ITSM tools, Public Cloud, Data Center, On-premise solutions, Middleware applications, Networks, etc.

Languages :

• English: Fluent (Mandatory)
• Spanish: Fluent (Mandatory)

Required experience :

• Advanced years of experience in service delivery and/or related in a medium to large ICT organization, preferably an IT service provider
• Experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle
• Experience in managing client relationships and ensuring client satisfaction

Workplace type :

• Remote Working

Equal Opportunity Employer

NTT DATA 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, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

About Us

Your career here is about believing in yourself and taking on great opportunities and new challenges. It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.

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