Client Delivery Manager

nttlimited; Mumbai; On-site; INR 3,000,000 - 5,200,000; Full time

Benefits offered by this job

On-site Working

Job summary

NTT DATA in India is seeking a Senior Manager, Service Operations to lead and deliver client support services across regions. You will manage a team, drive incidents to resolution, and align service delivery with SMSO processes, while continually seeking improvements and cost control.

The role demands strong leadership, client focus, excellent communication, and cross-cultural collaboration, with a track record in 24x7 delivery and transformational programs.

Qualifications

• Bachelor's degree or equivalent in IT or Business Administration.
• ITIL certification(s) preferred.
• Extensive experience in Infrastructure Service Operations.
• Experience leading 24x7 technology delivery teams.

Responsibilities

• Manages service delivery to clients.
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
• Works with client delivery teams to evaluate client reviews to ensure proactive incident management at client sites.
• Ensures that the standard client information repository related to technology, operations manuals, etc. is current and accurate.
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
• Runs the support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Engages with clients for technical operations as part of routine operations.
• Plans and implements key service improvement priorities based on a continual service improvement approach.
• Feeds continual service improvement priorities into the automation team.
• Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
• Responsible for the day to day running of the Support Services Operations team in line with the performance established by the business.
• Ensures maximum uptime and the accurate and early response to client operational issues.
• Responsible for resource planning and work allocation to meet agreed service levels.
• Identifies opportunities for continuous service improvement.

Skills

Leadership

Communication

Budgeting

Time management

Client focus

SMSO

Education

Bachelor's degree in IT or Business Administration

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Manager, Service Operations is a senior management role, responsible for leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division.

The Senior Manager, Service Operations is a people management role responsible for ensuring achievement of organisational and team objectives and fostering a collaborative and motivated work environment.

Key responsibilities:

• Manages service delivery to clients.
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
• Works with client delivery teams to evaluate client reviews to ensure proactive incident management at client sites.
• Ensures that the standard client information repository related to technology, operations manuals, etc. is current and accurate.
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
• Runs the support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Engages with clients for technical operations as part of routine operations.
• Plans and implements key service improvement priorities based on a continual service improvement approach.
• Feeds continual service improvement priorities into the automation team.
• Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
• Responsible for the day to day running of the Support Services Operations team in line with the performance established by the business.
• Ensures maximum uptime and the accurate and early response to client operational issues.
• Responsible for resource planning and work allocation to meet agreed service levels.
• Identifies opportunities for continuous service improvement.

To thrive in this role, you need to have:

• Excellent organizational and team leadership skills.
• Excellent communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Extended understanding of budgets and cost management.
• Excellent time management, prioritization and delegation abilities.
• Excellent focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Excellent ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Extended service management service operations (SMSO) expertise.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.
• ITIL certification(s) preferred.

Required experience:

• Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Extended experience in managing technology delivery teams in 24x7 formats, managing metrics, escalations, quality and client satisfaction.
• Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc.).
• Extended demonstrated experience in organisational change management (transformational experience).
• Extended demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Centre.

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Emplo