Service Delivery Manager

NTT Corporation

Cyberjaya, Selangor
Permanent
Full-time

1 month ago

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.Want to be a part of our team? The Service Delivery Specialist is responsible for providing continuity in service and acts as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are 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 Service Delivery Specialist may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are 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.Working at NTTKey Roles and Responsibilities:

Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and NTT Ltd
Performs client facing service activation activities and support the 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 - scrutinises adherence to process, recommends changes when SLAs are not met and works 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
Knowledge, Skills and Attributes:
Ability to establish strong relationships with internal stakeholders and external clients
Excellent relationship building skills
Strong 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
Excellent client service orientation
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
Proficient 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
Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
Ability to use evaluation, judgement, and interpretation to select right course of action
Academic Qualifications and Certifications:
Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
ITIL Certification, such as ITIL Foundation or higher-level certifications
Project Management Professional (PMP) certification desirable
Client Relationship Management certification desirable
Required Experience:
Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)What will make you a good fit for the role?Workplace type: On-site WorkingEqual Opportunity EmployerNTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJoin our growing global team and accelerate your career with us. Apply today.A career at NTT means:Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation

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