Service Delivery Manager

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

About you

- As a Managed Services Service Delivery Manager (SDD) you will be experienced in leading the delivery and continuous improvement of managed services to large and high-profile clients whilst achieving the highest levels of customer satisfaction.
- You will be skilled in the delivery of large and complex service packages organising leveraged service line teams and third parties, to ensure effective operations, accountability and compliance with the contract including meeting demanding SLAs, as well as actively driving continuous improvement and innovation.

- You will have probably led significant deliveries within a managed services provider and will be able to demonstrate experience of working with senior client stakeholders at business, commercial, process and technical levels.
- Please note that this role requires strong Telco and multi-vendor management experience and is based on our client's site in Dublin.

This role

- The NTT DATA Service Delivery Manager (SDD) owns the management and delivery of managed services to one of our large and high-profile customers in adherence with the agreed contractual terms and specified SLAs; as well as driving continuous improvement and innovation.
- The SDD has a detailed understanding of service management processes and leads the combined operation of a leveraged ITIL4-aligned service operations team and technical teams from multiple service lines and third parties to achieve a high-quality service.
- The role requires a high-level understanding of a full stack of enterprise grade application architecture, workplace, infrastructure and cloud, and security technologies.
- The successful candidate will be of the highest integrity and have extensive experience of delivering contracts, commercial acumen, and an ability to actively manage stakeholder relationships at scale to ensure customer satisfaction.
- The role reports to the Head of Service Delivery Management, but operationally the role reports to the industry aligned Delivery Director and the Account Client Partner.
- The role will require constant interaction with the client's service management team, business stakeholders, NTT DATA internal stakeholders and 3rd parties.
- Within the company you will support the Head of Service Delivery Management in sponsoring the development of new best practice processes and tools and supporting the development of our Service Delivery Management function.

Other responsibilities will include:

At account level

- Support transition planning and transition management to take over the managed services from incumbent service provider.
- Oversight of the transition to support of new or changed services into the managed services scope during the period of the contract.
- Manage Service Delivery in a multi-vendor, multi-shoring team supporting critical revenue generating applications, all its infrastructure and security plan management.
- Define and adhere to boundaries of what is 'BAU' and what is 'Project Work'.
- Understanding the customer's business process cycle and manage resourcing levels appropriately.
- Manage client, joint and NTT DATA risks effectively for the benefit of both parties.
- Facilitate service governance with the client on a weekly and monthly basis.
- Ensuring foresight to reduce risk and enable continuous improvement that is tangible and demonstrable.
- Act as the escalation and ownership point of contact for all service-related delivery matters.
- Manage project financials and agreed project margins.
- Ensure that critical incidents are managed closely with high degree of focus and appropriately detailed communication to concerned stakeholders.
- Ensuring that the company receives value for money for all expenditure on hardware, software and services.

At Practice Level

- Supporting less experienced Service Delivery Managers facing delivery challenges.
- Managing the performance and career development of a small team of Service Delivery Managers.
- Leading and supporting workstreams that develop and implement new processes, practices and cultures within the Service Delivery Management Community.

Your skills

Essential:

- At least 5 years in a senior ITIL aligned Service Manager role with demonstrated extensive experience of highly structured ITIL-aligned service operations.
- Strong Telco and multi-vendor management experience.
- A home location that permits daily travelling to a Dublin based office.
- ITIL v3 Foundation or ITIL4 Foundation.
- Excellent written and verbal communication skills with an ability to tailor the message to suit the audience (from client CxO level and internal senior stakeholders, through service management operations to technical resources).
- Good high-level understanding of a full stack of enterprise grade application architecture, modern workplace, infrastructure and cloud, and security technologies.
- Prior experience of working in a multi-vendor environment.
- Experience working in an onshore-offshore model.
- Ability to demonstrate value gained from continuous improvement.
- Ability to work with a diverse group of technically experienced resources.
- Demonstrated experience of negotiated outcomes within the workplace and with clients.
- Highly committed, motivated and results-driven self-starter – able to operate autonomously (within overall guidance).
- An excellent team player.
- High integrity.

Desired:

- ITILv3 higher level certifications or preferably ITIL4 higher level certifications.
- Previous experience of a mobile network operator environment.
- Proficient in the development of ITIL aligned processes or the implementation of appropriate supporting tooling.
- Education to degree level or higher.
- Upsell and Cross-Sell abilities.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com.

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