Senior Service Delivery Coordinator (MIS)

NTT DATA, Inc.; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. is seeking a Senior Service Delivery Coordinator to join the Service Delivery team, ensuring adherence to processes and high client satisfaction in the client environment.

The role coordinates administrative tasks, interfaces with external stakeholders, and leads information workflows while maintaining operation manuals, client reports, and governance across accounts. This position requires strong communication, teamwork, and a proactive approach to continuous improvement.

Qualifications

• High school diploma required with vocational/IT training where possible.
• Completion or active pursuit of ITIL certification is preferred.

Responsibilities

• Ensures administration of client complaints and manages service delivery team processes.
• Supports management of updates for contracted accounts within the portfolio and facilitates standard changes.
• Ensures deliverables meet SLAs and KPIs through best practices.

Skills

Service delivery

Stakeholder management

Administrative tasks

MS Office

Communication skills

Team leadership

Multi-tasking

Attention to detail

Process improvement

Education

High school diploma

ITIL certification

Tools

Document management systems

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 Service Delivery Coordinator is a skilled administrator, required to work closely with the Service Delivery team and assist with ensuring adherence to processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.

This role contributes to the coordination of general administrative tasks, as well as interfacing with external stakeholders and / or clients.

The Senior Service Delivery Coordinator demonstrates an understanding of the Service Delivery environment and stakeholder interests and may at times act as an information team leader.

Key responsibilities:

• Ensures the administration of client complaints being managed by the service delivery team.
• Supports the management all updates for contracted accounts within the team’s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
• Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
• Supports the service delivery team by obtaining the right information to satisfy client requirements.
• Coordinates meetings with clients, vendors, and other internal/external stakeholders.
• Collates management information needed to update and produce client service reports and internal reports.
• Assists with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
• Maintains the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
• Publishes updates of operations and/or procedure manuals to stakeholders using release management communication channels.
• Assists with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
• Engages with service delivery groups to ensure the seamless delivery of procedures.
• Adheres to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
• Identifies and implements process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.
• Acts as an informal team lead to less experienced resources within the team
• Performs any other related task as required.

To thrive in this role, you need to have:

• Ability to adapt to different requirements/scenarios.
• Displays a high level of attention to detail and has a proactive approach to work.
• Reliable with the ability to produce a high quality of work.
• Excellent written and verbal communication skills.
• Ability to build effective working relationships with a variety of stakeholders.
• Ability to work well within a team environment.
• Strong orientation towards ensuring client satisfaction and service delivery.
• Ability to multi-task in order to achieve desired outcomes.
• Ability to think critically and creatively, as well as the ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Proficient in Microsoft Office Suite.

Academic qualifications and certifications:

• Relevant high school diploma in addition to vocational training.
• Completion or working towards completions of completion of an ITIL certification.

Required experience:

• Solid demonstrated experienced gained within a similar role.
• Solid demonstrated experience in a customer service or administrative role.
• Demonstrated team leader demonstrated experience.

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 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.