Service Delivery Manager

Nttlimited; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Remote working

Job summary

NTT DATA is seeking a Senior Service Delivery Specialist to act as the primary interface for key client contracts, ensuring service delivery and contract profitability. The role drives governance, reviews, and activation of Uptime Proactive Support services, coordinating with regional and global teams.

The candidate will monitor service delivery, handle change requests, and lead service improvement initiatives while maintaining strong client relationships and stakeholder communications.

Qualifications

• Requires a bachelor’s degree in information technology or business administration or equivalent.
• ITIL Foundation or higher certification is required.
• Advanced years of experience in service delivery within ICT environments.

Responsibilities

• Owns contract management for large, complex client contracts and ensures client satisfaction and profitability.
• Leads service governance, schedules, and run service management review meetings.
• Interface between client and organization, coordinating service activation and issue resolution.
• Identify trends and improvements in service delivery and communicate with stakeholders.

Skills

Project management

Client management

Budget management

Communication

Analytical thinking

Negotiation

Education

Bachelor’s degree in IT or Business Admin

ITIL Certification

Tools

ITSM tools

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.

The Senior Service Delivery Specialist 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 – can be specific client accounts or a group of accounts.

The Senior Service Delivery Specialist 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, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Senior Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.

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.

• Works as 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 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 SLA not met and work 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. Update runbook regularly to reflect the necessary changes. The run book 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.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Excellent 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 pressurised environment.
• Displays excellent persuasion and influence abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Ability to manage budgets, resources, and timelines for service delivery projects.
• Advanced proficiency in project management, including planning, execution, monitoring, and project delivery.
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.
• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Advanced demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
• Advanced experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
• Advanced experience in managing client relationships, understanding client needs, and ensuring client satisfaction.

Workplace type:

Remote Working

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 a

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