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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.
Key responsibilities:- 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.
To thrive in this role, you need to have:- 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.
- 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.
- 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.
Academic qualifications and certifications:- 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.
- Project Management Professional (PMP) certification desirable.
- Client Relationship Management certification desirable.
Required experience:- 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:
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. Apply today.
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