Senior Service Delivery Coordinator (MIS)

NTT India Private Limited; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

NTT DATA is seeking a Senior Service Delivery Coordinator to work closely with the Service Delivery team, ensuring adherence to processes and maintaining high client satisfaction across assignments.

The role involves coordinating administrative tasks, interfacing with external stakeholders, and potentially acting as an information team lead within the service delivery environment.

Qualifications

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

Responsibilities

• Ensures the administration of client complaints managed by the service delivery team.
• Supports updates for contracted accounts and facilitates standard changes.
• Achieves deliverables against SLAs and KPIs.
• Coordinates meetings with clients, vendors, and stakeholders.
• Maintains manuals and conducts annual reviews.
• Publishes updates to stakeholders via release channels.
• Engages with service delivery groups to ensure seamless procedures.
• Identifies and implements process improvements.

Skills

Communication skills

Attention to detail

Stakeholder management

Team leadership

Multitasking

Microsoft Office

Education

High school diploma

ITIL certification

Tools

Microsoft Office Suite

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.

Is innovation part of your DNA?

Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!